Team Leader Collections

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Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Lead and manage a team of collection agents to meet or exceed recovery goals.

Monitor daily performance metrics such as Promise-to-Pay (PTP) conversion, Right Party Contact (RPC), and Average Handling Time (AHT).

Ensure adherence to compliance and regulatory guidelines during all collection activities.

Conduct regular coaching sessions and performance reviews to improve agent effectiveness.

Analyze KPI trends and implement strategies to close performance gaps.

Prepare and present daily/weekly/monthly reports on team KPIs to management.

Collaborate with Quality and Training teams to enhance process efficiency.

Responsible to meet all agreed client SLAs and performance parameters

Provide support to the team by acting as the first line of escalation for customer related queries to provide exceptional customer service

Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer

Well versed in managing BQ’s & PIP cases

Team member performance management and identification of training opportunities

Forward non- resolvable issues to the Operations Manager

Recovery Rate (% of outstanding collected).

PTP Conversion Rate.

RPC Percentage.

Call Quality Score.

Compliance Adherence

Strong leadership and people management skills.

Excellent communication and negotiation abilities.

Analytical mindset with proficiency in MS Excel and reporting tools.

Knowledge of collections processes, and regulatory compliance is a must

Graduate in any discipline (bachelor’s degree preferred).

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

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