Team Leader - Telecollections Recovery

Role & responsibilities

• Manage day-to-day operations of the tele-calling team across assigned pool
• Allocate accounts/portfolios to team members based on risk, vintage, and DPD bucket
• Monitor daily calling productivity connect rate, PTP (Promise to Pay) generation, PTP conversion, resolution rate
• Drive team to meet monthly collection targets
• Conduct call audits/quality checks to ensure calling scripts, tone, and RBI/regulatory guidelines are followed
• Coach and train agents on objection handling, negotiation, and skip-tracing basics
• Escalate high-value/skip/dispute cases to field collections or legal team as needed
• Track and report daily / weekly / monthly MIS collection efficiency, roll-rate, agent-wise performance
• Handle customer escalations/grievances related to collection calls
• Coordinate with the dialer/tech team for campaign uploads, list management, and dialer optimization

Preferred candidate profile

• Graduate with strong understanding of collections lifecycle (soft bucket to NPA)
• Minimum 3-6 years of Team handling experience in collections process and should have preferably handled a team of 10-25 callers.
• Familiarity with dialer systems, CRM, and collections software and knowledge of RBI collection norms will be preferred
• Should have prior experience in NBFC/Bank/Fintech personal loan collections