Telecalling Manager

• Manage and supervise daily telecalling operations and team performance.
• Allocate customer accounts, calling responsibilities and collection targets.
• Monitor daily calls, follow-ups, productivity and collection efficiency.
• Ensure timely follow-up of EMI dues, overdue accounts and pending payments.
• Drive achievement of daily, weekly and monthly collection targets.
• Monitor DPD, overdue accounts and recovery performance.
• Track customer payment commitments (PTP) and ensure timely follow-ups.
• Address and resolve customer queries, complaints and service-related concerns.
• Provide accurate information regarding NCDs, including interest rates, tenure, maturity and payout procedures.
• Guide telecallers in handling loan-related and NCD-related customer enquiries.
• Handle escalated customer complaints and difficult collection cases.
• Coordinate with Branch Operations, Collections, Credit, MIS and other departments.
• Review call quality and provide training and guidance to team members.
• Ensure accurate updating of customer interactions and collection remarks in the system.
• Prepare daily, weekly and monthly telecalling MIS and performance reports.
• Coordinate with field collection teams for cases requiring further follow-up.
• Ensure compliance with RBI guidelines, fair recovery practices and Company policies.
• Identify process improvements to enhance team productivity and customer satisfaction.

Key Skills

• Strong knowledge of NBFC telecalling and collection operations
• Team leadership and performance management
• Loan repayment follow-up and overdue collections
• Customer query resolution and complaint handling
• Knowledge of NCD products and customer servicing
• DPD management and collection efficiency
• Call quality monitoring and training
• Strong communication and negotiation skills
• Collection MIS and reporting
• MS Excel and CRM / telecalling software
• Knowledge of RBI fair recovery practices
• Problem-solving and decision-making abilities

Experience

• NBFC / Banking / Financial Services: 3–5 years (Required)
• Telecalling / Collections: 5 years (Preferred)
• Team Handling: 2 years (Preferred)