Team Leader - Collections - International BPO

Requirements :

- 1+ year of Team Leader experience. 4+ years of international BPO experience. Strong communication, leadership, and people management skills. Night shift willingness. MS Office, Excel, and PPT proficiency. Graduate degree preferred.

- This role involves developing and executing digital collections strategies, analyzing campaign performance, and ensuring a positive customer experience.

- The ideal candidate will have a strong understanding of digital marketing channels, excellent analytical skills, and a proven ability to lead a team.

- While direct collections experience is a plus, candidates with a strong background in digital campaign management and client handling are highly encouraged to apply.

Key Responsibilities:

Team Leadership & Management:

- Lead, mentor, and coach a team of digital collections agents to meet and exceed key performance indicators (KPIs).

- Conduct regular performance reviews and provide constructive feedback.

- Foster a positive and high-performance work environment.

- Monitor team performance, ensuring adherence to quality standards and compliance protocols.

Digital Collections Strategy & Execution:

- Develop and implement effective digital collections campaigns across various channels such as email, SMS, social media, and chat.

- Analyze campaign data to identify trends, optimize strategies, and improve recovery rates.

- Utilize data analytics to segment customer portfolios and tailor communication strategies.

- Collaborate with the analytics team to build and refine digital collections models.

Data Analysis & Reporting:

- Demonstrate strong proficiency in Microsoft Excel to track team performance, analyze campaign results, and create comprehensive reports.

- Prepare and present regular performance reports using PowerPoint for senior management and clients.

- Analyze data to identify opportunities for process improvements and strategic enhancements.