Key Responsibilities
Team Management: Lead, mentor, and supervise a team of 15 to 20 collection executives or field agents.
Target Achievement: Monitor and drive daily, weekly, and monthly recovery and cash collection targets.
KPI & Metric Monitoring: Track key performance indicators (KPIs) like Average Handle Time (AHT), Service Level Agreements (SLAs), recovery percentage, and call productivity.
Performance Coaching: Conduct regular one-on-one reviews, listen to calls, identify skill gaps, and provide training to improve agent efficiency.
Escalation Handling: Handle critical customer disputes, complex negotiations, and high-risk delinquent accounts.
MIS & Reporting: Analyze daily Management Information System (MIS) reports to spot collection trends and address performance gaps.
Process Compliance: Ensure all recovery practices strictly follow company policies, banking laws, and local debt collection regulations (such as Debt Recovery Agent/DRA standards)

📌 Collections Team Leader Visakhapatnam
🏢 The Hard Cash
📍 Visakhapatnam