Telesales Bpo Team Leader

Job Title: Team Leader – Outbound Collections

Location: Noida, Sector 3

Working Days: 6 Days Working | Rotational Week Off

Industry: Banking Collection / BPO / Tele-Collection

Job Overview

We are looking for an experienced and result-oriented Team Leader – Outbound Collections to lead, motivate, and manage a team of Customer Relationship Executives (CREs). The ideal candidate should have strong experience in outbound collections/recovery, excellent team-handling skills, and the ability to drive KPIs, quality, productivity, and customer satisfaction.

Key Responsibilities

Lead, motivate, coach, and develop CREs to achieve daily, monthly, and project KPIs/SLA targets.

Monitor team performance and ensure achievement of collection, productivity, quality, login hours, and other operational metrics.

Conduct regular call monitoring and quality audits, provide constructive feedback, and implement coaching plans.

Handle and resolve customer escalations effectively while maintaining customer satisfaction.

Build strong rapport, team bonding, employee engagement, and a positive work environment.

Ensure effective handholding and onboarding of new CREs to improve productivity and retention.

Conduct daily team briefings and keep the team updated on product/process changes, policies, and collection guidelines.

Ensure adherence to rostered shifts, attendance, login hours, and productivity requirements to minimize shrinkage.

Identify operational challenges and proactively recommend practical solutions and process improvements.

Coordinate with internal departments to resolve system downtime, connectivity issues, data-related concerns, and other operational challenges.

Escalate critical process and operational issues to supervisors/management for timely closure.

Ensure strict adherence to security, confidentiality, data protection, quality, accuracy, and process compliance.

Analyze team performance and operational trends to identify potential issues and take corrective actions.

Take quick and rational decisions on day-to-day operational issues while considering their impact on customers and business.

Maintain strong communication and coordination with internal stakeholders to ensure smooth operations.

Required Skills & Competencies

Strong Team Management & Leadership skills.

Good knowledge of Outbound Collection / Recovery processes.

Strong Customer Handling & Escalation Management skills.

Excellent coaching, counseling, and performance management abilities.

Customer-centric approach with strong problem-solving skills.

Ability to analyze performance data and identify trends.

Good knowledge of MS Excel, MS Word, and Outlook.

Excellent written and verbal communication skills.

Ability to work in a target-driven and fast-paced environment.

Strong decision-making and process-improvement mindset.

Eligibility Criteria

Minimum 1 year of experience as a Team Leader / Acting Team Leader.

Candidates must have relevant experience in Outbound Collection / Recovery.

Experience in Banking Collections, BPO Tele-Collection, or Recovery processes is preferred.

Strong experience in handling and managing a team of CREs.

Language Proficiency: English & Hindi.

• It is a Full Time Telesales / Telemarketing job for candidates with 6 months - 2 years of experience.