Job Title: Team Leader – Debt Collection (Tele-calling Centre)
Department: Collections
Reports To: Centre Manager
Location: Bangalore
Employment Type: Full-time
Job Description:
The Team Leader job role is responsible for effectively managing a team of tele-callers engaged in the
collections of overdue retail loan accounts.
The role involves driving collection efficiency, ensuring compliance with regulatory and company
guidelines, maintaining team productivity, and optimizing customer contact and resolution strategies.
Key Responsibilities:
Efficiently drive BKT-1 resolutions of overdue accounts of Retail Products
Manage and motivate a team of tele-callers (8–10 typically) to meet daily productivity in terms
of Calls, Contacts, PTPs and KPs in a dialer environment.
Drive Right Party Contact (RPC) and Promise-to-Pay (PTP) effectiveness.
Ensure timely follow-ups and accurate recording of customer interactions in the
CollectionWorkz system.
Conduct daily team huddles, review calls, and share performance feedback.
Provide on-the-job coaching to improve negotiation, objection handling, and communication
skills.
Track attendance, productivity, and ensure adherence to shift timings and discipline.
Coordinate with field collection team for cases requiring physical follow-up or escalation.
Maintain and submit daily/weekly/monthly MIS reports on collection performance and team
KPIs.
Analyze call outcomes and identify trends in customer behavior.
Ensure adherence to RBI Fair Practice Code, company collection policy, and data privacy
guidelines.
Monitor and minimize customer complaints related to collection calls.
Support audits and ensure zero non-compliance findings.
Required Skills:
Strong coaching and mentoring skills to improve team productivity and call quality.
Capable of setting clear performance goals, monitoring progress, and conducting regular
reviews.
Strong negotiation and persuasion skills for handling escalated or high-value delinquent cases.
Skill in identifying high-risk accounts and recommending corrective action.
Professional handling of escalations and sensitive customer interactions.
Ability to coordinate effectively with other departments (credit, operations, legal, and field
teams).
Ability to handle high-pressure situations with composure.
High level of integrity and professionalism in managing collections.
Ensuring customer dignity and adherence to ethical collection practices.
Key Metrics to Drive:
KPI Values
Agent Login hour 9 Hour
Productive hour 5.5 Hour
Average Handling time < 90secs
Average Wrap time <35secs
Agent Calls Per Day 180
Calls to Connect % 80%
Connect to PTP% 70%
PTP to KP % 90%
Overall Resolutions 98%