
TL- Collection
1 day ago
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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