Tele-Collections Team Leader

Qualifications

• Mastery in collections industry
• Background in CCPL Collection (Bank)
• Experience handling a team of tele-collector
• Background in Credit Card Collection
• Knowledgeable in MS Office
• Strong leadership and people-management skills
• Excellent communication and negotiation abilities
• Good analytical and reporting skills
• Ability to manage pressure and meet targets
• Knowledge of collection systems, dialers, and CRM tools
• Sound understanding of compliance and customer-handling standards

Key Responsibilities

• Lead, supervise, and motivate a team of tele-collection agents to achieve daily, weekly, and monthly collection targets
• Monitor call quality, productivity, and adherence to scripts, policies, and regulatory guidelines
• Allocate accounts and manage work distribution to maximize recovery efficiency
• Track team performance through MIS reports, dashboards, and KPIs
• Conduct regular coaching, feedback sessions, and performance reviews
• Handle escalated customer cases and complex delinquency situations
• Ensure compliance with company policies, legal norms, and ethical collection practices
• Coordinate with operations, credit, and risk teams for resolution of accounts
• Prepare and submit daily/weekly performance reports to management
• Assist in hiring, onboarding, and training new tele-collection staff