A Collection Team Lead drives revenue recovery by supervising agents, setting KPIs, and ensuring regulatory compliance. Key responsibilities include negotiating high-value debts, monitoring daily performance, and providing training. Ideal candidates possess 3-5 years of experience in collections, strong leadership skills, and expertise in banking or financial services.
Expertia AI +4
Key Responsibilities
Performance Management: Set daily/monthly targets for agents, monitor call quality, and ensure team adherence to KPIs (e.g., recovery rates).
Team Leadership & Training: Lead, motivate, and mentor a team of collectors, providing feedback and professional development.
Debt Recovery & Negotiation: Handle escalated customer accounts, negotiate payment plans, and resolve complex disputes.
Compliance & Risk: Ensure all collection activities adhere to legal regulations and company policies.
Reporting: Analyze data and prepare reports on portfolio delinquency, bucket management, and team productivity.
Expertia AI +7
Candidate Profile
Experience: 3+ years in collections (preferably in banking/BPO) with previous supervisory experience.
Skills: Strong negotiation and persuasion skills, analytical thinking, proficiency in MS Excel and CRM software.
Education: Bachelor’s degree in Business, Finance, or a related field.
Expertia AI +4
Key Metrics
Collection Percentage
Net Flow/Delinquency rates
Average Handling Time (AHT) / Productivity
Customer Satisfaction Score (CSAT).