Team Leader

Key Responsibilities:

• Performance Management: Track agent KPIs (resolution rates, normalization, rollback) daily to identify trends and address non-adherence to guidelines.
• Vendor SLA Management: Oversee agency payouts, agent headcount, and ensure compliance with internal/regulatory guidelines on data security.
• Call Quality Assurance: Conduct regular spot audits and call sampling using a Vendor Management, Collection Telecalling - SBI Card call-listening framework to ensure process adherence.
• Training and Development: Ensure staff receives proper certification and training on credit card products and collection strategies.
• Goal Setting: Set targets for team members and coordinate with internal stakeholders for business continuity. Unstop +3

Required Skills & Qualifications:

• Experience: Previous experience in telecalling, collections, or team management, often requiring 3–8 years in banking/finance.
• Knowledge: Good understanding of Collection Telecalling - SBI Cards processes, CRM systems, and dialer strategies.
• Skills: Strong leadership, analytical abilities for daily performance reporting, and ability to work under high pressure