Job Description

Team Lead - Chat Process (Repayments) Opportunity: We are seeking a proactive and experienced Team Leader to oversee our chat- based collections team. The ideal candidate will be responsible for managing a team of specialists focused on driving repayments and managing delinquent accounts through non-voice communication channels. This role requires a blend of leadership, analytical skills, and a deep understanding of collections processes. Roles and responsibilities: Team Management: Supervise and guide a team of chat specialists handling collections. Should have a clear understanding of team and associate level metrics related to chat. Conduct regular performance evaluations and provide constructive feedback. Process Optimization: Develop and implement strategies to enhance the efficiency and effectiveness of the chat collections process. Collaborate with other departments to streamline workflows and improve overall collections performance. Training and Development: Identify training needs and organize sessions to enhance team capabilities. Stay updated with industry best practices and integrate them into the team operations. Compliance and Quality Assurance: Ensure all collection activities comply with relevant regulations and company policies. Conduct regular quality checks to maintain high standards of customer interactions. Reporting and Analysis: Generate and analyze reports on key performance metrics, including the number of chats handled, response times, and resolution rates. Track collection effectiveness by analyzing key metrics such as Promise-to-Pay (PTP), Kept Rate, and other relevant collection parameters to optimize resolution rates and drive performance. Use data-driven insights to identify trends, optimize chat strategies, and improve agent productivity. Provide regular updates to management on team performance and recommend actionable improvements. Qualifications: Bachelors degree in Business, Finance, or a related field. Minimum of 3-5 years of experience in collections or a related field, with at least 2 years in a supervisory role. Proven experience in managing non-voice communication channels, particularly chat- based processes. Strong understanding of collections practices, and regulations. Excellent communication and interpersonal skills. Proficiency in data analysis and reporting tools. Office Address: FPLHQ, Westbay, Shambhu Vihar Society, Pallod Farms II, Baner, Pune, Maharashtra 411045