Team Leader - Malayalam Voice Process

We are looking for an experienced Malayalam speaking Team Leader to manage and guide a team of Recovery Collection Executives, achieve collection targets, monitor performance, and ensure adherence to collection policies and procedures.

ROLES AND RESPONSIBILITIES:

• Lead, motivate, and manage a team of Recovery Collection Executives.
• Drive daily, weekly, and monthly collection targets.
• Monitor team productivity, call quality, PTP commitments, and recovery performance.
• Handle escalated customer calls and resolve collection-related issues.
• Track overdue payments, DPD buckets, and delinquent accounts.
• Prepare daily MIS reports and performance updates.
• Conduct regular team briefings, performance reviews, and coaching sessions.
• Ensure compliance with company policies and ethical collection practices.

Required Skills:

• Strong team management and leadership skills.
• Hands-on experience in Recovery Collections / Tele Collections / Debt Collections.
• Good communication, negotiation, and problem-solving skills.
• Knowledge of PTP tracking, DPD, bucket calling, and recovery targets.
• Proficiency in MS Excel and MIS reporting.
• Ability to manage team performance and achieve business targets.

Eligibility:

• 6 Months+ experience of team handling experience preferred.
• Prior experience in BPO recovery collections is mandatory.
• Candidates with banking, NBFC, loan recovery, or EMI collections experience are preferred.
• Able to speak fluent/native Malayalam; Basic Tamil and English Knowledge.