Collection Team Leader

1. Job Summary:

Fairdebt Solutions Pvt. Ltd. is looking for an experienced and results-driven Team Leader – Outbound Collections to lead, motivate, coach, and manage a team of Collection Executives (CREs). The role is responsible for driving collection performance, achieving team KPIs and project SLAs, maintaining productivity and quality standards, and ensuring effective customer handling and process adherence.

2. Roles & Responsibilities:

• Lead and manage a team of Collection Executives (CREs) engaged in outbound collection operations.

• Drive the team to achieve collection targets, departmental KPIs, and project SLAs.

• Monitor team productivity, collection performance, call quality, net login hours, attendance, and roster adherence.

• Conduct regular team briefings on products, process updates, policies, and collection strategies.

• Review CRE calls, provide constructive feedback, and conduct coaching and counselling sessions to improve performance.

• Handle customer escalations and support team members in resolving complex customer concerns.

• Coordinate with internal departments to resolve operational, employee, and customer-related issues.

• Ensure adherence to data security, confidentiality, quality standards, and organizational policies.

• Support new team members through handholding and guidance to improve performance and retention.

• Maintain team discipline, engagement, and a positive working environment while controlling absenteeism and shrinkage.

• Identify operational challenges and process gaps; escalate issues such as system downtime, connectivity, or data availability for timely resolution.

• Review performance trends, recommend corrective actions, and support process-improvement initiatives.

3. Required Skills & Competencies:

• Minimum 1 year of experience as a Team Leader in Outbound Collections.

• Strong understanding of collection processes and customer handling.

• Proven leadership, team management, coaching, counselling, and mentoring abilities.

• Good customer escalation handling, conflict-resolution, and problem-solving skills.

• Ability to analyse team performance, identify trends, and take corrective action.

• Working knowledge of MS Excel, MS Word, and MS Outlook.

• Good verbal and written communication, coordination, and interpersonal skills.

• Ability to work under pressure, manage deadlines, and consistently achieve targets.

• Customer-centric approach with a strong focus on quality and process compliance.

4. Eligibility & Preferred Industry:

• Experience: Minimum 1 year in a Team Leader role within Outbound Collections.

• Preferred industries: BPO, NBFC, Banking, Financial Services, or Collections.

• Employment type: Full-Time.

• Work arrangement: Work from Office (WFO), Bengaluru.

5. Key Performance Indicators (KPIs):

• Collection and business target achievement.

• Team productivity and net login hours.

• Call quality, accuracy, and adherence to quality standards.

• SLA and turnaround time (TAT) adherence.

• Shrinkage control, attendance, and roster adherence.

• Customer escalation management.

• Team engagement and employee retention.

• Process, policy, and compliance adherence.

6. About Fairdebt Solutions:

Fairdebt Solutions Pvt. Ltd. is a fintech company focused on technology-enabled, customer-centric debt collection solutions. The company supports financial institutions and NBFCs through ethical and compliant recovery practices.