Collection Telecaller

Job Title: Collection Team Leader

Department: Collections / Recovery

Reporting To: Collection Manager / Operations Head

Job Summary: The Collection Team Leader is responsible for managing, motivating, and monitoring a team of collection executives to achieve daily and monthly recovery targets while ensuring compliance, discipline, and quality calling standards.

Key Responsibilities

           •         Lead and manage a team of collection agents to achieve assigned recovery targets.

           •         Allocate daily calling data and track individual and team performance.

           •         Monitor live calls and call recordings to ensure quality, compliance, and script adherence.

           •         Provide regular coaching, feedback, and on-floor support to improve performance.

           •         Handle escalations, difficult cases, and high-value accounts when required.

           •         Ensure proper attendance, login hours, productivity, and discipline of team members.

           •         Prepare and share daily, weekly, and monthly MIS reports.

           •         Coordinate with management, compliance, and QA teams.

           •         Ensure all recovery activities follow company policies and regulatory guidelines.

           •         Motivate team through daily huddles, incentives communication, and performance discussions.

Required Skills & Competencies

           •         Strong leadership and people-management skills.

           •         Good communication skills (Hindi & basic English preferred).

           •         Sound knowledge of collection processes (soft, hard, bucket handling).

           •         Target-driven and result-oriented mindset.

           •         Ability to handle pressure and tight deadlines.

           •         Basic knowledge of Excel and collection systems/CRM.

Qualifications & Experience

           •         Graduate preferred (minimum HSC with relevant experience).

           •         2–5 years of experience in collections/recovery.

           •         At least 1 year of experience as Team Leader or Sr. Collector.

Key Performance Indicators (KPIs)

           •         Team recovery achievement V/S target.

           •         Call quality and compliance score.

           •         Team attendance and productivity.

           •         Roll rate and resolution rate.

           •         Reduction in escalations and complaints