Collection Team Leader

Key Responsibilities

• Team Leadership & Daily Operations: Oversee daily work direction, shift scheduling, and workload allocation to ensure productivity benchmarks are met.
• Performance & Target Management: Drive daily, weekly, and monthly debt recovery and cash collection targets. Track Key Performance Indicators (KPIs) and individual/team scorecards.
• Coaching & Quality Assurance: Conduct regular call listen-ins, side-by-sides, and one-on-one coaching sessions to improve agent negotiation skills and handling of difficult accounts.
• Escalation & Dispute Resolution: Handle complex customer escalations, hard-to-reach accounts, and high-value disputed claims.
• Compliance & Risk Control: Ensure all collection activities strictly adhere to relevant financial regulations, consumer protection laws, and company privacy policies.

Reporting & Forecasting: Analyze collection trends, aging reports, and forecasting data to advise management on strategy adjustments.Required Qualifications & Skills

• Education: Bachelor’s degree (preferred); High School Diploma or equivalent minimum with work Experience
• Experience: 2 to 3+ years of experience in debt collection, accounts receivable, or a call-center recovery environment, including previous supervisory, mentoring, or team-lead experience.
• Technical Skills: Proficiency in MS Excel, Dialer and CRM/collection management software.
• Core Competencies:
• Strong negotiation, conflict-resolution, and problem-solving abilities.
• High emotional intelligence (EQ) and patience when managing stress or uncooperative debtors.
• Deep understanding of local/national debt collection laws and compliance standards