Domestic BPO Operations Manager

X
XcelTec Interactive Private Limited (A CMMI Level 5 Company)


Team Lead (BPO / KPO / Finance / Non IT)
XcelTec Interactive Private Limited (A CMMI Level 5 Company) • Ahmedabad, Gujarat • via Talent.com
₹3L–₹4.5L a year
Full–time
No Degree Mentioned
Apply on Talent.com
Apply on Expertini | India Jobs Expertini
Apply on ZipRecruiter India
Apply on Jobrapido.com
Job description
Job Description :

We are looking for Team Leader(From Non IT Background) for our QA Team , One who is from Non IT Background but is capable enough to handle a team of 5 - 8 Members.

One should be responsible enough to be supportive to the team will be cooperating with the management as per the project delivery requirement.

Roles responsibilities :
• Assign various tasks to the engineers as per strength of individual.
• Setting up goals and objectives for QA managers
• Motivating team and taking informative quick decisions.
• Finding and arranging behavioral , functional, non-functional training needs for the team
• Coordinate activities which enforce quality improvements
• Resolving conflicts among team members.
• Maintaining cordial relationships between cross functional teams like development, configuration management, program management, product managers etc.
• Negotiating with upper management with influential skills to buy in the ideas.
• Ensure that the highly motivated environment is creating in the team.
• Ensure that Rewards are given for each achievement in the team.
Report this listing
More jobs at XcelTec Interactive Private Limited (A CMMI Level 5 Company)
See web results for XcelTec Interactive Private Limited (A CMMI Level 5 Company)
P
Preficia Manpower Services Pvt.ltd


Domestic BPO Operations Manager
Preficia Manpower Services Pvt.ltd • Ahmedabad, Gujarat • via LinkedIn
14 days ago
Full–time
Apply on LinkedIn
Job description
Job Title: Asst.Manager – Financial Collections Process

Location: [Ahmedabad]

Department: Financial Collections / BPO Operations

Reports To : Sr. Process Manager / Sr. Operations Manager

Job Summary:

We are seeking a dynamic and motivated Team Leader for our financial collections team in a domestic BPO setting. The Team Leader will be responsible for overseeing a team of collection agents, driving performance, ensuring compliance with regulatory requirements, and achieving targeted recovery rates. This role requires a proactive leader with experience in collections, people management, and a strong focus on process efficiency and customer satisfaction.

Key Responsibilities:

- Team Supervision**: Lead, mentor, and manage a team of collection agents, providing guidance and support to achieve individual and team collection targets.

- Performance Management**: Monitor team performance against key metrics (KPIs), such as collection targets, call quality, resolution rates, and customer satisfaction scores. Conduct regular reviews and feedback sessions.

- Process Improvement**: Identify and implement opportunities for process optimization, ensuring streamlined workflows and adherence to industry best practices.

- Compliance and Quality Assurance**: Ensure that all collection activities comply with relevant regulations and company policies. Conduct regular audits and call monitoring to uphold quality and compliance standards.

- Reporting and Analysis**: Prepare daily, weekly, and monthly reports on team performance, collection metrics, and recovery rates. Analyze trends to identify areas for improvement.

- Stakeholder Communication**: Collaborate with internal departments such as compliance, finance, and client relations to ensure alignment with client expectations and organizational goals.

- Training and Development**: Conduct training sessions to improve team capabilities, including product knowledge, negotiation skills, and regulatory awareness.

- Escalation Management**: Address escalated cases, including complex customer complaints and disputes, working towards satisfactory resolutions.

Key Skills and Competencies:

Leadership : Ability to motivate, coach, and develop team members to perform at high levels.

Analytical Skills**: Strong data analysis skills to interpret KPIs, identify trends, and implement corrective actions as needed.

Communication Skills: Excellent verbal and written communication skills for both internal and client interactions.

Problem-Solving**: Capable of handling escalations and complex customer cases efficiently and professionally.

Process Orientation**: Strong understanding of BPO processes, with an ability to identify and implement process improvements.

### Qualifications:

- Bachelor’s degree in finance, business administration, or a related field.

- Proven track record of achieving collection targets and managing teams in a BPO setting.

- Familiarity with relevant collection laws, regulations, and compliance requirements.

- Proficiency in MS Office (Excel, Word, PowerPoint) and experience with CRM/collection software.

### Preferred Qualifications:

- Experience in a domestic BPO environment.

- Certification in collections or customer service management is a plus.

- Knowledge of industry-standard collections platforms.

### Working Conditions:

- Willingness to work in shifts as required.

- Fast-paced, target-driven environment with monthly performance evaluations.

### Benefits:

- Competitive salary and performance-based incentives.

- Opportunities for professional development and growth.

- Health and wellness benefits.
• *Join us to lead a high-performing team in a critical role that drives revenue, customer satisfaction, and operational excellence.** Read more