BPO Manager

Job Summary:

We are looking for an experienced and result-driven BPO Manager to lead and manage outbound loan recovery operations. The ideal candidate will be responsible for driving collections performance, managing team productivity, ensuring compliance with regulatory guidelines, and maintaining high-quality customer interactions.

Key Responsibilities:

• Manage end-to-end outbound collections process for loan recovery

• Lead, mentor, and supervise Team Leaders and Recovery Agents

• Monitor daily performance, targets, and productivity of the team

• Drive collections efficiency and recovery rates

• Handle escalations and critical customer cases

• Ensure adherence to RBI guidelines and compliance standards

• Develop and implement strategies to improve recovery performance

• Analyze MIS reports and identify performance gaps

• Coordinate with clients/NBFC partners for reporting and updates

• Ensure proper training and development of team members

• Maintain discipline, attendance, and overall team engagement

• Work closely with Quality and Training teams to improve call standards

Key Skills Required:

• Strong knowledge of loan recovery / collections process

• Excellent leadership and team management skills

• Good understanding of compliance and regulatory frameworks (RBI guidelines)

• Strong analytical and problem-solving ability

• Excellent communication and negotiation skills

• Ability to handle pressure and achieve targets

• It is a Full Time Customer Support / TeleCaller job for candidates with 5 - 6+ years Experience.