Skit.AI - Team Lead - Collections

Team Lead - Collections

Description:

Skit.ais Large Collection Model (LCM), a collection LLM, powers the strategy engine to optimize interactions, enhance customer experiences, and boost bottom lines for enterprises. Skit.ai has received several awards and recognitions, including the BIG AI Excellence Award 2024, Stevie Gold Winner 2023 for Most Innovative Company by The International Business Awards, and Disruptive Technology of the Year 2022 by CCW. Skit.ai is headquartered in New York City, NY. Visit https://skit.ai/.

Job Title: Team Leader Collections

Location: Bangalore (100% WFO)

Shift Hours: 6:30 PM 3:30 AM IST

Job Overview:

The Team Leader Collections will be accountable for the performance, productivity, and development of a team of collection agents. The role demands leadership skills, process knowledge, compliance adherence, and the ability to drive collections efficiency while maintaining a motivating and ethical work environment.

Key Responsibilities:

Team Management & Supervision:

- Lead, guide, and motivate agents to deliver high-quality collections.

- Conduct daily team huddles, allocate work, and ensure adherence to shift schedules.

- Monitor attendance, discipline, and professionalism within the team.

Performance Monitoring & Improvement:

- Track and review KPIs: RPCs (Right Party Contacts), PTPs (Promises to Pay), Conversion %, Recovery %, and Call Quality.

- Provide constructive feedback and coaching for underperforming agents.

- Identify high performers and mentor them for advanced responsibilities.

Process Compliance & Quality Control:

- Ensure all agents follow client guidelines, regulatory requirements, and company policies.

- Conduct call audits and transaction checks to maintain quality benchmarks.

- Address non-compliance issues promptly and implement corrective measures.

Training & Development:

- Assess training needs and recommend skill enhancement sessions.

- Conduct refresher training on communication, negotiation, and compliance.

- Build succession planning by grooming potential future leaders.

Escalation & Issue Handling:

- Manage customer escalations and resolve disputes effectively.

- Support agents with complex or difficult accounts.

- Act as a bridge between management and agents for issue resolution.

Reporting & Communication:

- Maintain daily/weekly/monthly MIS on collections and agent performance.

- Report team achievements, challenges, and action plans to management.

- Communicate updates, client requirements, and policy changes to the team.

Key Skills & Competencies:

- Leadership & team management.

- Strong communication, negotiation, and conflict resolution.

- Analytical ability to track performance and identify trends.

- Knowledge of collections techniques, compliance standards, and dialer/CRM systems.

- Ability to achieve targets.

Qualifications & Experience:

- Graduate/ Post graduate 3 to 5 years experience in collections, with at least 1 to 2 years as a team leader/supervisor.

- Experience with TCN/Avaya or any dialer system preferred.