Team Lead – Collection

Responsibilities
Maintain the discipline of the team in terms of Login/Logout and Breaks.
Providing the detail information on the issues of customers related to Onboarding calls
Auditing the calls of the teammates and looking for areas of improvement on calls.
Giving the training to the new joiners as well as to the team in case it is required
Maintain the leave requests of the team members as per the workload with a proper tracking system.
Looking into the requirement of the headcount as per the load, so that we can hire the staff accordingly.
Focusing on the Conversion percentage to bring it above the current percentage of 4%
Make sure that team is achieving the daily benchmark of 400-450 calls.
Make sure that the team is giving the detailed information to the customers as per the guidelines given to them.
Make sure that the audit rating should go up on a monthly basis from the current rating of 3.01, which can only be done with proper auditing.