Team Leader Desk Collection (English Speaker)

Qualification :

• Proficient in English (both verbal and written)
• Minimum 2 years of experience as a Team Leader (non-collection) and 1 year in collection
• Minimum education: Diploma (D3) or Bachelor’s Degree (S1)
• Proficient in Microsoft Office
• Strong analytical skills in data and reporting to identify team issues
• Able to work under pressure and target-oriented
• Confident with strong communication skills

Description :

• Distribute data/assignments to team members
• Ensure the team achieves assigned targets (Repayment Rate, Repayment Case, Repayment Amount, and PTP) in accordance with client requirements
• Develop and modify collection scripts and handle objection handling strategies
• Support agents in resolving complex or escalated cases
• Conduct daily, weekly, and monthly team performance evaluations
• Prepare performance and productivity reports (daily, weekly, and monthly)
• Ensure collection activities comply with client SOPs and code of conduct (zero complaints, fraud, and harassment)
• Monitor system usage and team activities on the operational floor
• Provide coaching, mentoring, and training based on team needs
• Lead and direct the team’s daily performance to achieve company KPIs

Skills: Help Desk, Problem Solving, Call Center, Communication Skills, Outbound Call, Leadership