Job Description
Tech Mahindra
Team Lead- BPO
Tech Mahindra • Ahmedabad, Gujarat • via Expertini | India Jobs Expertini
3 days ago
Full–time
No Degree Mentioned
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Job description
Tech Mahindra is hiring for the role of Team Leader- BPO with minimum 1 year of experience for Chandivali, Mumbai. The requirements are
• Hands on experience in managing and calculating occupancy, shrinkage, Attrition, bottom quartile
• KRA and KPI of TL
• Roster planning
• Excel
• Productivity, AHT, Quality
• Should be comfortable with night shift
Immediate joiners preferred. The Max CTC is 5.5LPA
If Interested share your CVs with below mentioned details WhatsApp your CVs to 80+2538712
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Preficia Manpower Services Pvt.ltd
Domestic BPO Operations Manager
Preficia Manpower Services Pvt.ltd • Ahmedabad, Gujarat • via LinkedIn
13 days ago
Full–time
Apply on LinkedIn
Job description
Job Title: Asst.Manager – Financial Collections Process
Location: [Ahmedabad]
Department: Financial Collections / BPO Operations
Reports To : Sr. Process Manager / Sr. Operations Manager
Job Summary:
We are seeking a dynamic and motivated Team Leader for our financial collections team in a domestic BPO setting. The Team Leader will be responsible for overseeing a team of collection agents, driving performance, ensuring compliance with regulatory requirements, and achieving targeted recovery rates. This role requires a proactive leader with experience in collections, people management, and a strong focus on process efficiency and customer satisfaction.
Key Responsibilities:
- Team Supervision: Lead, mentor, and manage a team of collection agents, providing guidance and support to achieve individual and team collection targets.
- Performance Management: Monitor team performance against key metrics (KPIs), such as collection targets, call quality, resolution rates, and customer satisfaction scores. Conduct regular reviews and feedback sessions.
- Process Improvement: Identify and implement opportunities for process optimization, ensuring streamlined workflows and adherence to industry best practices.
- Compliance and Quality Assurance: Ensure that all collection activities comply with relevant regulations and company policies. Conduct regular audits and call monitoring to uphold quality and compliance standards.
- Reporting and Analysis: Prepare daily, weekly, and monthly reports on team performance, collection metrics, and recovery rates. Analyze trends to identify areas for improvement.
- Stakeholder Communication: Collaborate with internal departments such as compliance, finance, and client relations to ensure alignment with client expectations and organizational goals.
- Training and Development: Conduct training sessions to improve team capabilities, including product knowledge, negotiation skills, and regulatory awareness.
- Escalation Management: Address escalated cases, including complex customer complaints and disputes, working towards satisfactory resolutions.
Key Skills and Competencies:
Leadership : Ability to motivate, coach, and develop team members to perform at high levels.
Analytical Skills: Strong data analysis skills to interpret KPIs, identify trends, and implement corrective actions as needed.
Communication Skills: Excellent verbal and written communication skills for both internal and client interactions.
Problem-Solving: Capable of handling escalations and complex customer cases efficiently and professionally.
Process Orientation: Strong understanding of BPO processes, with an ability to identify and implement process improvements.
### Qualifications:
- Bachelor’s degree in finance, business administration, or a related field.
- Proven track record of achieving collection targets and managing teams in a BPO setting.
- Familiarity with relevant collection laws, regulations, and compliance requirements.
- Proficiency in MS Office (Excel, Word, PowerPoint) and experience with CRM/collection software.
### Preferred Qualifications:
- Experience in a domestic BPO environment.
- Certification in collections or customer service management is a plus.
- Knowledge of industry-standard collections platforms.
### Working Conditions:
- Willingness to work in shifts as required.
- Fast-paced, target-driven environment with monthly performance evaluations.
### Benefits:
- Competitive salary and performance-based incentives.
- Opportunities for professional development and growth.
- Health and wellness benefits.
• Join us to lead a high-performing team in a critical role that drives revenue, customer satisfaction, and operational excellence.
