Ensure that agreed service levels and targets are met.
To reduce complaints, implement a proactive dispute resolution process and early warning signals.
Conducting RCA of complaints to identify gaps in collections and tracking their closure.
Ensure employee commitment and ability through focused collection routines by leading, coaching, and developing employees
Identify low performers and give them proper guidance to improve their performance.
Assure quality and provide appropriate feedback on all calls made by the entire team.
Weekly team reviews and monthly authority reviews should be conducted.
Requirements
Publication of reports as well as pending reports, productivity reports, rosters, out of TAT cases, allocations, and providing required data as necessar
What we Expect from you
Should have proven experience in the similar collection profile.
Experience required for 6 months to 1 year as a Team Leader.
What you've got
DRA certification should be there. (Else need to take DRA Certification within 2 months of joining)
