Telecollections Team Leader

Key Responsibilities

• Manage and supervise a team of Telesales and Telecollection executives.

• Drive the team to achieve daily, weekly, and monthly sales/collection targets.

• Monitor individual and team-level performance through daily MIS and productivity reports.

• Conduct regular team huddles, performance reviews, and coaching sessions.

• Listen to calls and provide constructive feedback to improve conversion, collections, and customer handling.

• Handle escalations and support team members in difficult customer interactions.

• Ensure adherence to approved calling scripts, processes, quality standards, and compliance requirements.

• Track key metrics such as connectivity, conversion, collection amount, productivity, AHT, follow-ups, and attendance.

• Identify low performers and create performance improvement plans.

• Motivate the team through regular engagement, recognition, and performance initiatives.

• Coordinate with HR, Quality, Training, and Operations teams for smooth process execution.

• Ensure proper follow-up on leads, customer commitments, and payment promises.

• Prepare and share daily/weekly/monthly performance reports with management.

• Ensure discipline, punctuality, attendance, and adherence to company policies.

Required Skills

• Fluent Hindi communication is mandatory.

• Good command of English; Tamil will be an added advantage.

• Strong leadership and people-management skills.

• Good negotiation and objection-handling skills.

• Strong target orientation and ability to work under pressure.

• Good analytical and problem-solving abilities.

• Strong knowledge of Excel/MIS reporting.

• Ability to coach and motivate a team.

• Excellent customer handling and escalation management skills.

Eligibility

• 2–5 years of experience in Telesales, Telecollection, BPO, BFSI, Fintech, Loan/Financial Services, or related industries.

• Minimum 1 year of experience as a Team Leader / Senior Telecaller / SME preferred.

• Candidates with proven experience managing Hindi-speaking calling teams will be preferred.

• Candidates must be comfortable working with sales and/or collection targets.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 6+ years Experience.