BPO Team Leader

The Collection Team Leader is responsible for managing a team of collection executives, ensuring achievement of collection targets, maintaining productivity, quality, compliance, and customer handling standards. The role involves team management, performance monitoring, coaching, and driving recovery performance across assigned portfolios.

• Key ResponsibilitiesTeam ManagementLead, motivate, and manage a team of collection executives.
• Monitor daily attendance, login adherence, productivity, and performance.
• Conduct daily team huddles and performance reviews.
• Ensure adequate staffing and roster management.
• Collections PerformanceDrive monthly, weekly, and daily collection targets.
• Monitor portfolio performance and recovery ratios.
• Ensure timely follow-up on overdue accounts.
• Reduce delinquency and improve collection efficiency.
• Track Promise-to-Pay (PTP) commitments and closures.
• Monitoring & QualityMonitor calls and provide constructive feedback.
• Ensure compliance with company policies and regulatory guidelines.
• Handle escalated customer cases and provide resolutions.
• Maintain professional and ethical collection practices.
• Reporting & MISPrepare and share daily, weekly, and monthly performance reports.
• Analyze collection trends and identify improvement opportunities.
• Monitor team KPIs and take corrective actions where required.
• Coordinate with Workforce, Quality, and Operations teams.