Role & responsibilities

- Job Title
- Tele Collections Team Leader
- Job Summary

- The Tele Collections Team Leader is responsible for leading a team of telecollection executives to achieve collection targets while maintaining high standards of customer service, compliance, and operational efficiency. The role involves coaching team members, monitoring performance, and implementing strategies to improve recovery rates.

- Key Responsibilities

- Lead, motivate, and manage a team of tele collection executives.
- Monitor daily collection activities and ensure achievement of assigned collection targets.
- Track team performance using KPIs such as collections, promise-to-pay (PTP), contact rate, and productivity.
- Conduct regular coaching, feedback, and performance reviews.
- Ensure compliance with company policies, regulatory guidelines, and ethical collection practices.
- Handle customer escalations and resolve complex collection cases.
- Prepare daily, weekly, and monthly MIS reports.
- Analyze collection trends and recommend process improvements.
- Coordinate with operations, credit, and field collection teams for effective recovery.




- Support hiring, onboarding, and training of new team members.

Required Qualifications

- Bachelor's degree in any discipline.
- 2-5 years of experience in tele collections, with at least 1 year in a team leader or supervisory role.
- Experience in banking, NBFC, fintech, or BPO collections is preferred.

Required Skills

- Solid leadership and team management skills.
- Excellent communication and negotiation abilities.
- Knowledge of collection strategies and delinquency management.
- Proficiency in MS Excel and collection/MIS reporting.
- Ability to analyze performance metrics and drive results.
- Strong problem-solving and conflict-resolution skills.
- Customer-focused with high ethical standards.

Key Performance Indicators (KPIs)

- Collection target achievement (%)
- Promise-to-Pay (PTP) conversion
- Rollback and recovery rate
- Team productivity and adherence
- Quality and compliance scores
- Customer satisfaction and complaint resolution
- Employee engagement and attritio

📌 Collection Team Lead (Karnataka)
🏢 home credit
📍 Karnataka