Senior Team Lead, Vendor Management at Tala (formerly InVenture)

The Senior Team lead Vendor Manager will work closely with the Vendor Manager in supervising the operations of the First Party Collections Agents. The First party collection model is where agents employed by an external supplier/vendor collect on behalf of Tala using Tala systems. The function will liaise a team of external collection staff members who communicate with our default clients and increase the percentage of successful repayments by improving efficiency, fostering teamwork while managing competition to ensure company goals are achieved. In addition, the Team lead will own the QA process to support the delivery of a good customer experience and comply with the Tala best practice in negotiations.

Responsibilities

• Working closely with dialer admin and external first-party leads to coordinate workflow requirements and improvements to ensure first-party teams are successful.
• Keep track of, RPC, Contact Rate, Kept rate, PTP reminders, daily expected collections, productivity and QA. Ensure daily performance is shared with the first party team in a timely manner.
• Ensure that hourly reports that impact workflow are shared in accordance with the First party support requirements on time.
• Work directly with the first party agents to monitor campaigns and coordinate with the dialer admin to optimize the speed of campaigns and address any downtime.
• Handle difficult escalations that relate to customer missing payments and agent payment attribution. Coordinate with the customer service team and cx analyst to ensure resolving on time.
• Identifies areas of the first party process that need improvement and implements an enhanced process that will help collectors be more effective.
• Motivate the first party teams by encouraging competition.
• Tracks the rate of success of the first party process and continues to make adjustments when necessary.
• Use data to manage and resolve conflict arising from first-party agents.
• Commit to own the QA process of the First Party team in addition to the support tasks.
• Act as backup for the Vendor manager when He/She is out of the office and handle any delegated tasks needed.

Requirements

• +2 years of demonstrated leadership qualities; humility, service, efficiency, management, goal attainment, team motivation, and communication.
• Ability to perform analysis with data to make recommendations for new collections strategies.
• Ability to work efficiently in high demand, team-oriented, and fast-paced environments.
• Ability to produce reports to monitor individual and overall collections performance.
• Expertise and focus on empathy, trust, and speed when dealing with customers and team issues.
• Ability to perform analysis with data to make recommendations for new collections strategies.
• Strong decision-making and conflict resolution skills.
• Ability to work efficiently in high demand, team-oriented, and fast-paced environments.