- Target & Metric Management: Track daily, weekly, and monthly recovery goals, delinquency rates, resolution percentages, and Non-Performing Asset (NPA) reductions.
- Team Supervision & Operations: Lead and oversee tele-collection agents or field collection representatives, manage shift allocations, and conduct daily floor huddles and briefings.
- Coaching & Training: Provide one-on-one mentoring, call-listening evaluations, skill-enhancement feedback, and onboarding training for current collection executives.
- Escalation & Dispute Resolution: Handle difficult customer escalations, negotiate complex payment plans or settlements, and resolve disputed debt accounts.
- Assurance: Ensure all collection communications and field operations strictly adhere to legal frameworks (such as local consumer protection laws, privacy acts, and RBI/industry guidelines).
- Reporting & Forecasting: Prepare daily and periodic recovery reports, analyze portfolio trends, and present performance metrics to senior leadership or collection managers.
- Resource & Workload Planning: Distribute delinquent portfolios evenly among team members, monitor capacity, and prevent agent burnout

📌 Collection Team Leader (Bengaluru)
🏢 Sunbiz Solutions
📍 Bengaluru