Collection Team Leader

The Team Leader will be responsible for supervising, guiding, and motivating a team of collection agents/telecallers to achieve daily, weekly, and monthly recovery targets. The role involves monitoring performance, ensuring compliance with company policies and legal guidelines, training team members, handling escalated cases, and driving effective collection strategies to maximise recovery rates while maintaining professionalism.

Key Responsibilities:

1) Team Management:

• Supervise and lead a team of collection executives/telecallers.
• Allocate daily targets and ensure timely achievement of recovery goals.
• Conduct regular team meetings and provide performance feedback.

2) Collections & Recovery:

• Monitor and drive collection calls to recover overdue payments.
• Handle escalated calls and resolve complex customer disputes.
• Develop and implement strategies to improve recovery efficiency.

3) Performance Monitoring:

• Track daily productivity and recovery performance of the team.
• Prepare MIS reports and share updates with management.
• Conduct audits of calls to ensure quality and compliance.

4) Training & Development:

• Mentor, coach, and train new/existing team members.
• Organise refresher sessions to enhance collection skills and negotiation techniques.

5) Compliance & Quality:

• Ensure adherence to company policies, RBI guidelines, and industry regulations.
• Maintain high standards of customer interaction while ensuring ethical collection practices.
• Minimise complaints and legal risks through proper monitoring.

6) Coordination & Reporting:

• Coordinate with internal departments (HR, Operations, Legal, Clients) for smooth operations.
• Provide daily/weekly/monthly reports on team performance and collection status.

Skills & Competencies:

• Strong leadership and team-handling skills.
• Excellent communication, negotiation, and persuasion skills.
• Ability to handle pressure and meet strict deadlines.
• Knowledge of collection processes, banking/finance industry preferred.
• Good analytical and problem-solving abilities.
• Proficiency in MS Excel and CRM/collection software.

Qualifications & Experience:

• Graduate in any discipline (MBA/PGDM preferred).
• 2–5 years of experience in collections, with at least 1 year in a supervisory/team leader role.
• Experience in BPO, NBFC, Banking, or Collection Agency preferred.