Collection Team Leader

Team Management & Performance

· Drive Resolution Targets: Oversee day-to-day operations of the telecalling team to maximize the recovery of delinquent accounts.

· Performance Monitoring: Conduct real-time queue management, monitor call volumes, talk time, and wrap-up time to maximize team productivity.

· Skill Development: Mentor, coach, and provide constructive feedback to agents through live call monitoring and regular quality audits.

· Roster Management: Manage team attendance, shrinkage, and login hours to ensure optimum resource utilization.

Process & Escalation Handling

· Escalation Support: Step in to handle high-value or highly resistant delinquent customers to negotiate concrete repayment structures.

· Data Allocation: Allocate database portfolios systematically to ensure optimum coverage of all customer segments (e.g., Bucket 1 to Write-off accounts).

· Skip Tracing Tracking: Guide the team on using standard tools and negotiation techniques to track down hard-to-reach customers.

Compliance & Reporting

· Regulatory Compliance: Ensure that the entire team strictly adheres to fair debt collection practices, legal boundaries, and industry guidelines (e.g., RBI regulations for domestic lending portfolios).

· MIS & Analytics: Prepare and present detailed daily/weekly collection reports, aging analyses, and recovery velocity metrics to management.