Team Leader - Collections - Utilities Contact Centre
Core
Lead a team of Senior Associates in a contact centre to drive customer-centric operations, manage people and metrics, and ensure business revenue retention.
Role type
Team Leader (Assistant Manager level) in Collections Operations
Builds
Customer service operations and collections processes for utility clients
Domain
Business Process Outsourcing (BPO) / Utilities / Collections
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership, performance management, stakeholder management, data analysis, conflict management, strategic thinking, time management, HR process knowledge, report writing, Microsoft Office proficiency, BPO industry knowledge
Preferred skills
Omni-channel operations management, advanced management experience
Technologies
Microsoft Word, Excel, PowerPoint, Outlook
Responsibilities
Coach and develop staff to achieve KPIs, manage stakeholder engagement for project delivery, interpret data to improve team performance, manage staff schedules and payroll queries, lead a team of 12-14 agents
Seniority
Mid-level Manager, hands-on team lead