
Lead- Tele Collections
2 days ago
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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