Team Lead

Job Overview

Telecom client from AUS, providing devices, plans, pre paid, roaming services, iPads / Tablets and data plans. Also extending services to Home internet, Wi-Fi, Entertainment / Gaming / TV & Movie services.

Job Title :Process Leader

Level: Process Leader

Hiring Location: Melbourne

Department/Group: Operations

Business Unit: Collections

Travel Required: NA

Salary Range: Based on requirement ramp/backfill

Sub Process: Voice

Grade :F2

Reporting To: Assistant Manager

Responsibilities

• Manage individual team members’ and overall team’s targets on monthly basis
• To collect payment on behalf of our clients through inbound and outbound channels. Target oriented Telecomm business expected to multitask.
• Some of our key deliverables are AHT (Average Handling Time), NPS, following payment hierarchy, First Call Resolution (FCR), other call handling metrices such as Wrap time, hold time, transfer, Save % , PIF %, etc.
• Assist improving payer conversion and take 2nd voice as and when needed
• Focus on self and team’s hygiene metrics / operation metrics, etc. within client policies
• Coach and provide feedback to improve collections month over month
• Review daily reports and identify root cause for low performance and remediate the same
• Leads a team of 12- 20 collectors and motivates them to achieve individual and team’ SLA.
• Consistently achieve all KPI's and SLA's set by the clients with strict adherence to Quality, compliance and regulatory parameters.
• Floor walks regularly per day to supervise, coordinate, and monitor the activities of collectors to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
• Interacting with the clients (as and when needed)
• Participate in call calibration sessions, adhoc trainings and reviews as designed by the clients.
• Knowledge of collection practices act, anti-money laundering, lending act, Fair Credit reporting, etc. will be an advantage

Key Performance Indicators

• Handles any escalations that collector is unable to handle, solves process related queries and handles grievances.
• Listens to calls and coaches the team to enhance performance.
• Monitors the calls taken by collectors and provides them constructive feedback.
• Interacts with the quality team to seek feedback on the team’s performance and team quality scores.
• Prioritizes and assigns work to collectors and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary.
• Devises strategies to minimize attrition & absenteeism.
• Organizes training program / refreshers for the associates.
• Interacts with other departments like training, IT, HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative , IT, process requirements.
• Holds team briefing and de- briefings before and after each shift.
• Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
• Initiates and administers the rewards and recognition program for the team.
• Organizes the monthly team outings in coordination with the associates and the team members.

Reporting Structure

Assistant Manager/Manager