Job Description:

Key Responsibilities:

- Lead, mentor, and coach a team of tele callers focused on debt collections to ensure they meet performance targets and deliver outstanding customer interactions
- Develop and implement strategies to enhance the team’s productivity, efficiency, and overall collections performance
- Monitor team members’ calls for quality assurance and provide constructive feedback and training as needed
- Set transparent performance goals for individual team members and conduct regular performance reviews
- Collaborate with other teams, including collections operations, customer support, and operations, to ensure seamless customer experiences
- Analyse call centre data related to debt collections to identify trends, areas for improvement, and opportunities for process optimization
- Handle escalated customer inquiries or complaints related to debt collections, resolving issues promptly and effectively
- Develop training materials and conduct training sessions for new telecallers focused on debt collections to ensure they are well equipped to deliver exceptional service
- Maintain up-to-date knowledge of the Company's collections strategies, services, and processes to assist team members and customers in effective





Qualification:

- Minimum of 1 + years of proven experience as a Team Lead in a debt collections and recovery environment
- Prior experience as a Tele caller or in a similar customer service role, with a significant focus on debt collections
- Excellent verbal and written communication skills
- Strong leadership and coaching abilities, with a track record of motivating and managing teams
- Ability to analyse data related to debt collections and generate actionable insights to improve team performance
- Customer-focused mindset and commitment to delivering exceptional service in the collections context.
- Problem-solving skills and the ability to handle challenging customer situations related to debt collections
- Proficiency in using call centre software and tools
- Flexibility to work in shifts as required by the debt collection operations

Preferred Skills:

- Certification or training in call centre management or customer service
- Familiarity with fintech products or services, particularly in the debt collections domain

Multilingual abilities : 3 languages mininum except kannada (Hindi Mandatory)

📌 Team Lead / Team Coach ( Tele Collections ) (Bengaluru)
🏢 Mantras2Success
📍 Bengaluru