Leading BPO in Bengaluru

"Hiring: Team Leader / Assistant Manager- Collections"

International Banking Voice Process | CTC: Up to 10LPA |

Immediate Joiners Preferred US Shifts

CANDIDATES FROM CAPTIVE COMPANIES WILL BE PREFERRED

Role Overview

Lead and coach a team of collection agents to achieve recovery targets, ensure compliance, and deliver highquality customer interactions.

Key Responsibilities

- Team Leadership: Manage and motivate agents to meet recovery goals.
- Performance Monitoring: Track KPIs including PromisetoPay (PTP), Right Party Contact (RPC), and Average Handling Time (AHT).
- Compliance Oversight: Ensure strict adherence to regulatory guidelines.
- Coaching & Reviews: Conduct regular sessions to improve agent effectiveness.
- KPI Analysis: Identify trends and implement corrective strategies.
- Reporting: Present daily/weekly/monthly KPI reports to management.




- Collaboration: Partner with Quality and Training teams to enhance efficiency.
- Escalation Handling: Act as first line of escalation for customer queries.
- Team Development: Manage performance, training needs, and handle BQ/PIP cases.

Key Performance Indicators

- Recovery Rate (% of outstanding collected)
- PTP Conversion Rate
- RPC Percentage
- Call Quality Score
- Compliance Adherence

Skills & Knowledge

- Robust leadership and people management skills
- Excellent communication and negotiation abilities
- Analytical mindset with proficiency in MS Excel and reporting tools
- Indepth knowledge of collections processes and compliance

Apply: [email protected]

📌 Collections Team leader//International BPO (Bengaluru)
🏢 Hiresquad
📍 Bengaluru