BPO टीम लीडर

Job Description: Collection Team Leader

Position Title: Collection Team Leader
Department: Collections
Reports To: Collections Manager / Operations Manager

Position Summary:

The Collection Team Leader is responsible for supervising and guiding the collections team to ensure timely and effective recovery of outstanding payments. This role involves monitoring team performance, providing coaching, handling escalated cases, and ensuring compliance with company policies and regulatory requirements.

Key Responsibilities:

Team Leadership & Supervision

• Lead, motivate, and manage a team of collection officers/executives to achieve daily, weekly, and monthly targets.

• Allocate cases and workloads effectively to ensure timely follow-up and resolution.

• Conduct regular team meetings, training sessions, and performance reviews.

• Provide coaching, support, and feedback to improve individual and team performance.

Collection Operations

• Oversee the end-to-end collections process, ensuring timely and professional follow-up with customers.

• Handle escalated or complex cases and negotiate workable payment arrangements.

• Ensure accurate documentation and updating of customer interactions in the system.

• Monitor and manage accounts in arrears, identifying trends and recommending improvement strategies.

Performance Monitoring & Reporting

• Track daily productivity, target achievement, and portfolio health metrics.

• Generate and submit timely reports on team performance, collection progress, and risk indicators.

• Analyze data to identify areas for improvement and propose actionable solutions.

Compliance & Quality Assurance

• Ensure the team adheres to company policies, regulatory guidelines, and ethical collection practices.

• Monitor call quality and ensure compliance with data privacy and customer service standards.

• Assist in implementing process improvements to enhance efficiency and customer experience.

• इस फुल टाइम ग्राहक सहायता / टेलीकॉलर Job में 1 - 5 वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।