Telecalling Executive / Team Leader

JOB DESCRIPTION : Telecaller

1. Make outbound calls to customers with outstanding debts to negotiate payment arrangements.

2. Build rapport with customers, understand their financial situations, and provide solutions.

3. Handle customer objections, concerns, and complaints in a professional manner.

4. Meet or exceed monthly collection targets and revenue goals.

Communication and Negotiation:

1. Communicate effectively with customers via phone, email, or mail.

2. Negotiate payment plans, settlements, or other arrangements to resolve outstanding debts.

3. Ensure compliance with company policies, procedures, and regulatory requirements.

Data Management and Reporting:

1. Maintain accurate records of customer interactions, payments, and account updates.

2. Provide regular collection reports and updates to the team lead/manager.

JOB DESCRIPTION - TELECALLING TEAM LEADER

• Team Leadership & Motivation: Lead, mentor, and motivate a team of tele-collection agents to meet or exceed daily, weekly, and monthly collection targets.
• Performance Monitoring: Monitor live calls and review recordings to ensure compliance, quality performance, and adherence to company policies.
• Debt Recovery Strategy: Develop and implement effective, ethical, and legal collection strategies for different delinquency buckets.
• Escalation Management: Handle high-level customer escalations and take over difficult calls to secure payment commitments.
• Reporting & Analytics: Analyze collection data and team performance metrics (e.g., talk time, conversion rates, PTP - Promise to Pay) to identify areas for improvement.
• Training & Coaching: Conduct daily briefings, training sessions, and coaching to upskill agents in negotiation and debt recovery techniques.
• Compliance Adherence: Ensure all actions adhere to regulatory guidelines and legal requirements regarding debt collection.