Team Lead - Voice - LTC - Collections & Helpdesk

Job Summary

This role is responsible for supporting daily operations in collections and dispute management, ensuring adherence to process standards and compliance requirements. The position focuses on managing a small team, facilitating accurate transaction processing, resolving discrepancies, and fostering a positive and productive work environment. The individual is expected to maintain operational discipline and drive team engagement to achieve defined performance metrics.

Key Responsibilities

1. Apply LTC-Collections & Helpdesk processes to monitor team adherence to attendance, login hours, and unscheduled leave using ERP Tools for daily tracking.

2. Utilize LTC-Dispute Management skills to oversee the processing, collection, and application of customer payments, ensuring compliance with company policies.

3. Support accurate reconciliation of customer accounts using ERP Tools to identify and resolve payment discrepancies.

4. Maintain records of order-related transactions by leveraging ERP Tools to ensure data accuracy and accessibility.

5. Collaborate within the team to address invoice and payment issues, escalating to accounts receivable or customer service as needed.

6. Facilitate regular team meetings to provide updates, address concerns, and encourage open communication using Solution Mindset approaches.

7. Encourage team retention and engagement by fostering a motivating environment and supporting ongoing skill development initiatives.

8. Participate in regular performance reviews and provide feedback based on process adherence and achievement of execution parameters.

9. Promote compliance with organizational standards and support training sessions for new and existing team members.

Skill Requirements

1. Basic Understanding Of Ltc Collections & Helpdesk Processes And Ltc Dispute Management Concepts.

2. Familiarity With Erp Tools For Transaction Processing And Account Reconciliation.

3. Fundamental Knowledge Of Process Compliance, Attendance Monitoring, And Record Maintenance.

4. Good Communication And Team Coordination Skills.

5. Basic Application Of Solution Mindset For Problem Solving Within The Team.

Other Requirements

1. Optional but valuable: Certification in Accounts Receivable Management or ERP Tool proficiency (such as SAP FI or Oracle AR).