Lead- Tele Collections

2 days ago

Gurgaon, Haryana, India Fibe Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Summary:

We are looking for an experienced and result-oriented Centre Head In-house Tele Collections to manage our internal collections setup comprising team leaders and tele-calling agents. The ideal candidate will be responsible for driving recovery performance, managing daily operations, and ensuring process compliance for unsecured loan collections.

Key Responsibilities:

  • Operations Management:

  • Oversee day-to-day operations of the in-house tele-collections center.

  • Manage and support a team of Team Leaders and Tele-Callers to meet recovery targets across different delinquency buckets.

  • Monitor call quality, productivity, and adherence to call scripts and compliance guidelines.

  • Performance Tracking:

  • Drive daily/weekly/monthly collection targets through structured follow-ups and team engagement.

  • Track individual and team performance, and initiate corrective action plans when needed.

  • Analyze collection trends and prepare actionable insights for improvement.

  • Team Management:

  • Hire, train, and mentor tele-collection staff and team leaders.

  • Conduct regular reviews, performance feedback sessions, and motivational activities to maintain team morale and productivity.

  • Reporting & MIS:

  • Ensure timely and accurate reporting of collection performance to senior management.

  • Maintain dashboards, performance trackers, and call logs for audit and monitoring purposes.

  • Compliance & Quality:

  • Ensure strict adherence to regulatory and internal compliance guidelines during customer interactions.

  • Implement quality checks and call audits to ensure professionalism and customer sensitivity.

  • Process Improvements:

  • Identify process gaps and recommend improvements to enhance recovery and operational efficiency.

  • Coordinate with tech and product teams for dialer optimization, CRM enhancements, and process automation.

Key Requirements:

  • Graduate in any discipline; post-graduate preferred.
  • 610 years of experience in tele-collections, with at least 23 years in a managerial/center head/team handling role.
  • Strong understanding of unsecured retail loan collections (PL, BNPL, Credit Card, etc.).
  • Experience managing in-house teams (not outsourced/vendor-managed).
  • Excellent leadership, communication, and analytical skills.
  • Proficiency in Excel, CRM tools, dialer systems, and MIS reporting.
  • Ability to work in a high-pressure, target-driven environment.

Key Requirements:

  • Graduate in any discipline; post-graduate preferred.
  • 6–10 years of experience in tele-collections, with at least 2–3 years in a managerial/center head/team handling role.
  • Strong understanding of unsecured retail loan collections (PL, BNPL, Credit Card, etc.).
  • Experience managing in-house teams (not outsourced/vendor-managed).
  • Excellent leadership, communication, and analytical skills.
  • Proficiency in Excel, CRM tools, dialer systems, and MIS reporting.
  • Ability to work in a high-pressure, target-driven environment.

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