Customer Support Telecalling Team Leader

Job Title: Team Leader – Collections

Job Summary:

The Team Leader – Collections is responsible for managing and guiding a team of collection executives/telecallers to achieve collection targets. The role includes monitoring team performance, ensuring compliance with company policies, improving recovery rates, and maintaining strong communication with customers and management.

Key Responsibilities:

1. Supervise and manage a team of collection executives/telecallers.

2. Allocate accounts and daily calling targets to team members.

3. Monitor team performance and ensure achievement of collection targets.

4. Train and mentor team members on collection strategies and customer handling.

5. Review daily call reports, payment commitments, and recovery status.

6. Handle difficult or escalated customer cases.

7. Ensure the team follows legal and company compliance guidelines during collections.

8. Prepare daily, weekly, and monthly collection performance reports.

9. Coordinate with management and other departments for recovery planning.

10. Motivate the team and implement strategies to improve productivity and recovery.

Required Skills:

• Strong leadership and team management skills

• Excellent communication and negotiation skills

• Good knowledge of collection processes and recovery techniques

• Ability to work under pressure and meet targets

• Basic computer knowledge (MS Excel, CRM software)

Qualifications:

• Graduate in any discipline (preferred)

• Additional certification in finance or management is an advantage

Experience:

• 2–5 years’ experience in collections/recovery

• At least 1–2 years’ experience in a team handling or supervisory role

Salary:

• Fixed salary + performance-based incentives.

Working Hours:

• As per company policy (generally 9–10 hours shift).

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 5 years of experience.