Onsite

Minimum 2 years of Team Lead experience under a financial (banking) account, with focus on mortgage, auto/motor financing, collections, fraud, underwriting, payouts, or related areas.

Sound Knowledge about banking domain and understanding of the process and bucket flows

Experience in collections team management and familiar with the data and reports pertaining to collections

Understanding of banking terminologies, guidelines and laws.

Excellent oral and written communication and listening skills

Responsibilities

Team Performance & Productivity (KPIs): Ensuring the team meets service level agreements (SLAs), Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, First Call Resolution (FCR), and Quality Assurance (QA) scores.

Quality Control & Compliance: Monitoring call/chat quality, providing feedback, conducting root cause analysis (RCA) on errors, and ensuring adherence to compliance and security policies

Agent Coaching & Development: Conducting regular one-on-one sessions, training, mentoring, and developing action plans to improve underperformers.

Operational Management & Shrinkage Control: Managing daily attendance, break schedules, and login hours to minimize shrinkage and ensure optimal staffing levels.

Employee Retention & Engagement: Managing team morale, reducing attrition, resolving internal conflicts, and fostering a positive work environment.

Visit website

Expert staffing solutions—trusted, flexible, and efficient

Founded by experts with more than 100 years of collective experience in the staffing solutions industry, TASQ understands the unique challenges in the talent acquisition space and is committed to being the trusted partner of companies in their pursuit of hiring the best people to fill their manpower needs.

We offer flexible, efficient and collaborative solutions to any organization. Whatever your staffing requirements may be, you can expect exceptional service from our team.