Job description for Team Leader Desk Collection (English Speaker) at PT Alpha Solusi Center
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
