Team Leader - Telecollections Blr

Job Description

• Efficiently drive BKT-1 resolutions of overdue accounts of Retail Products
• Manage and motivate a team of tele-callers (8-10 typically) to meet daily productivity in terms of Calls, Contacts, PTPs and KPs in a dialer environment.
• Drive Right Party Contact (RPC) and Promise-to-Pay (PTP) effectiveness.
• Ensure timely follow-ups and accurate recording of customer interactions in the CollectionWorkz system.
• Conduct daily team huddles, review calls, and share performance feedback.
• Provide on-the-job coaching to improve negotiation, objection handling, and communication skills.
• Track attendance, productivity, and ensure adherence to shift timings and discipline.
• Coordinate with field collection team for cases requiring physical follow-up or escalation.
• Maintain and submit daily/weekly/monthly MIS reports on collection performance and team KPIs.
• Analyze call outcomes and identify trends in customer behavior.
• Ensure adherence to RBI Fair Practice Code, company collection policy, and data privacy guidelines.
• Monitor and minimize customer complaints related to collection calls.
• Support audits and ensure zero non-compliance findings.