TL- Collection

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.