Team Leader

Shift: 9 am to 6PM EST Requirements: 2-4 Years of contact center experinceMin 2 years of work experience in collection operations and Team HandlingGrad/Under Grad Responsibilities: Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience. Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues Works with management and team members to proactively identify, manage, and escalate risks which may impact the business. Monitors interactions to ensure that team members are giving accurate information and following approved practices. Coaches and develops a positive and productive work environment and builds relationships with business partners. Utilizes reporting for business metrics to guide team member coaching and performance management. Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.Ensures capabilities and knowledge of team members keeps pace with customer expectations.