Collection Team Leader

Company Description

Treline Advisory Pvt Ltd is a technology-enabled contact center focusing on Business Management, collections, and customer support for the BFSI segment. The company offers services in Business Process Management, Tele calling/Customer Care Services, Contact Center Management, Debt Management (Recovery & Collection), and Digital Recovery.

Role Description

This is a full-time on-site role as a Collection Team Leader located in Bengaluru. The Collection Team Leader will be responsible for leading and managing a team of collection agents, overseeing daily operations,sss monitoring performance, implementing strategies to optimize collections, and ensuring compliance with company policies and procedures.

Key Responsibilities:

Lead, motivate, and coach a team of collection agents to achieve collection targets, enhance performance, and meet key performance indicators (KPIs).

Oversee the use of the dialer system to optimize call efficiency and improve collection rates.

Provide ongoing training, guidance, and constructive feedback to team members to enhance productivity and effectiveness.

Monitor individual and team performance metrics, including call quality, customer satisfaction, and collection rates, and implement strategies for improvement.

Develop and implement collection strategies and action plans to maximize debt recovery while maintaining positive customer relationships.

Conduct regular performance evaluations and one-on-one meetings with team members to review progress, set goals, and provide necessary support.

Handle escalated customer inquiries and complaints professionally and in a timely manner.

Collaborate with cross-functional teams, such as Customer Service and Finance, to streamline collection processes and resolve outstanding issues.

Prepare and analyze collection reports to track progress, identify trends, and make data-driven decisions.

Ensure compliance with regulatory requirements, company policies, and industry best practices.