1. Team Leadership & Coaching: Monitor daily calls, provide constructive feedback, and conduct regular coaching sessions to improve agent negotiation and communication skills.
2. Target Achievement: Track, analyze, and drive daily, weekly, and monthly collection metrics and Key Performance Indicators (KPIs) for the team of 10 collectors.
3. Operations Management: Oversee daily dialing operations, manage queue distribution, and ensure optimal resource utilization across the team.
4. Escalation Handling: Handle complex, high-value, or escalated delinquent accounts and negotiate favorable repayment terms or settlements.
5. Compliance & Quality Assurance: Ensure all telecalling activities strictly adhere to legal regulations, company policies, and fair debt collection practices.
6. Performance Reporting: Prepare daily and monthly performance reports, analyzing trends in delinquency and recovery rates for management review.
📌 Collections Team Leader (Pune)
🏢 Impetus Collection Services
📍 Pune
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