Telecalling Team Leader

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).

• It is a Full Time కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 1 - 4 years of experience.