About CollIntel

CollIntel is collections infrastructure for modern lenders. Rather than building recovery from scratch, calling teams, field operations, dialers, CRM and reporting, lenders run collections on us. We combine an experienced operations team, a purpose-built collections CRM, multilingual outreach, and predictive recovery intelligence, all of it compliance-first, ISO 27001 certified, and aligned to RBI and Fair Practice Code norms.

The role

As Team Leader – Collections, you'll run a modern, tech-and-intelligence-led collections floor end to end. You'll lead the team, own the dialer and allocation strategy, and drive resolution across your book, while making sure every borrower interaction is effective, respectful and fully compliant. This is a hands-on role for someone who has run high-volume collections and knows that outcomes come from the right case reaching the right agent at the right time.

What you'll do

- Lead a team of collections executives, own their daily and weekly targets across DPD buckets, and drive resolution
- Run dialer strategy end to end: manage predictive, progressive and preview campaigns, tune pacing and abandon rates, and lift connect and right-party-contact (RPC) rates through smart attempt, retry and best-time-to-call logic
- Orchestrate case allocation and queues: segment accounts by bucket, risk, geography and language, and route each case to the right team member by skill for the best outcome
- Own the numbers: PTP (promise-to-pay) and PTP-kept, resolution and recovery rates, roll-forward and roll-back, connect and RPC rates, and per-agent productivity
- Run the floor day to day: manage adherence, occupancy, shrinkage and attrition, coordinate with WFM on rosters,



and keep the team at peak productivity
- Drive quality and compliance: call audits and QA calibration, script and conduct adherence, complaint handling, and full alignment with RBI, Fair Practice Code and ISO controls
- Handle escalations with fairness and professionalism, protecting both recovery and customer dignity
- Prepare MIS and performance reports, run daily and weekly reviews, and partner with operations, analytics and compliance on process improvements

What we're looking for

- 3-6 years in collections or a large-volume contact-center / BPO, with time spent leading a team
- Hands-on dialer expertise: managing campaigns and pacing across predictive, progressive and preview modes (Ozonetel, Ameyo, Genesys or similar) and optimizing connect and RPC
- Strong grasp of collections strategy: case allocation, skill-based routing, contact strategy across call, WhatsApp and field, and bucket-wise treatment
- Fluent in the metrics: resolution, PTP, roll and flow rates, connect and RPC, occupancy, adherence, AHT and cost per resolution
- Proven people leadership: coaching, QA calibration, and managing adherence, shrinkage and attrition on a target-driven floor
- Experience in lending, fintech, NBFC, banking or a collections BPO, with familiarity with RBI and Fair Practice Code
- Comfort with data and tools: dashboards, Excel and MIS, CRM and dialer platforms
- Solid communication and escalation handling, and a bachelor's degree in business, finance, commerce or a related field

Why join us

You'll be an early leader in the company building the collections infrastructure India's lenders will run on. Real ownership, real impact, and a front-row seat as we scale.

📌 Team Leader - Collections (Bengaluru)
🏢 CollIntel
📍 Bengaluru