TL- Collection

3 weeks ago

Gurugram, India Bridgexcel Full time

Team Lead Collections (Job Description)

Job Summary

We are looking for a proactive and results-driven Team Lead to supervise and develop a team of Collection Agents. The Team Lead is not engaged in direct calling but is fully responsible for agent performance, coaching, compliance, and achieving team collection targets.

Key Responsibilities

  • Supervise a team of Collection Agents, ensuring adherence to processes and compliance standards.
  • Monitor daily productivity and performance metrics (calls made, contacts, PTPs, cash collected).
  • Provide coaching, feedback, and regular training to agents to improve effectiveness.
  • Conduct call monitoring and quality checks to ensure compliance and professionalism.
  • Prepare and present performance reports to management.
  • Manage team schedules, workload allocation, and attendance.
  • Identify underperforming agents and implement corrective action plans.
  • Motivate the team to meet and exceed monthly and quarterly collection targets.
  • Act as a liaison between management and the team, communicating policy updates, strategies, and expectations.
  • Collaborate with other functions (Quality Control, HR, Training, Legal) to resolve escalations and improve outcomes.

Qualifications & Skills

  • Bachelor's degree preferred; equivalent experience acceptable.
  • Minimum 2–3 years of experience in collections, with at least 1 year in a supervisory role.
  • Strong leadership and coaching skills.
  • Proven ability to analyze KPIs and drive performance improvement.
  • Excellent organizational and time-management abilities.
  • Strong communication and interpersonal skills.
  • Knowledge of debt collection laws and compliance standards.
  • Proficiency with CRM/collections systems and MS Office.

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