Team Leader

About the job

1. Managing day-to-day planning, addressing operational challenges, and resolving team-related issues. 2. Maintaining accurate data records and tracking performance targets. 3. Overseeing people management, including HR-related matters and staff development. 4. Managing floor operations and ensuring adherence to schedules. 5. Taking ownership of processes and resolving operational issues. 6. Conducting training and development programs for staff. 7. Providing motivation and leadership to agents while nurturing future leaders. 8. Contributing to the hiring and selection process of frontline staff. 9. Compiling and analyzing team performance reports against targets. 10. Working closely with team members to understand and address their challenges and weaknesses. 11. Offering solutions and suggestions for process and product improvements to management. 12. Monitoring staff rosters and managing break schedules. 13. Achieving personal targets and meeting all KPIs. 14. Managing shrinkage and attrition effectively. 15. Communicating with clients to provide daily updates and ensure alignment. 16. Strong working knowledge of Microsoft Excel. 17. Candidates with Banking collections experience & DRA certified is a must. Lead and supervise a team of collection agents to meet recovery targets. • Monitor daily collection activities and ensure adherence to company policies and regulatory guidelines. • Provide training, guidance, and performance feedback to team members. • Handle escalated customer issues and ensure timely resolution. • Analyze collection data to identify trends and areas for improvement. • Develop and implement strategies to optimize collection processes. • Prepare and present performance reports to management. • Ensure compliance with internal risk frameworks and external regulations. • Promote a culture of accountability, customer fairness, and continuous improvement.