Collection Team Leader

The Debt Collection Team Leader is responsible for supervising, motivating, and guiding a team of collection executives to achieve monthly recovery targets. The role involves performance monitoring, process improvement, coaching, and ensuring compliance with company policies and regulatory guidelines. Key ResponsibilitiesTeam Management & SupervisionLead and manage a team of collection agents to meet daily, weekly, and monthly recovery targets. Allocate portfolios and monitor workload distribution. Conduct daily briefings, performance reviews, and one-on-one coaching sessions. Performance MonitoringTrack team performance against KPIs (contact rate, recovery %, roll rate, productivity). Review calling quality and ensure adherence to scripts and processes. Prepare MIS reports and provide insights to senior management. Collection OperationsOversee outbound calling, follow-ups, skip tracing, and field visit coordination. Resolve escalated customer issues related to overdue accounts. Analyze past-due accounts to strategize recovery action plans. Compliance & QualityEnsure collection efforts follow legal guidelines, company policies, and fair collection practices. Monitor call quality and ensure proper documentation in systems (CRM, collection tools). Conduct refresher training on compliance, communication skills, and negotiation techniques. Process ImprovementIdentify gaps in the collection process and recommend improvement strategies. Implement best practices to enhance recovery efficiency. Work with cross-functional teams (legal, risk, customer service) on complex cases. Reporting & CommunicationGenerate daily/weekly/monthly reports on team performance and recovery trends. Present insights, risks, and recommendations to leadership. Communicate company updates, policy changes, and targets to the team. Skills & CompetenciesStrong leadership and team-management abilities. Excellent communication and negotiation skills. Knowledge of collection strategies, regulatory guidelines, and portfolio management. Ability to analyze data and drive performance improvements. Problem-solving attitude with customer handling experience. Proficiency in MS Excel, CRM systems, and collection software. QualificationsBachelor’s degree (preferred in Business, Finance, or related field). 3–6 years of experience in debt collection/recovery. Minimum 1–2 years of experience in a supervisory/team leader role. Key Performance Indicators (KPIs)Recovery rate (current bucket & flow rate). Resolution of delinquent cases. Agent productivity & call quality. Compliance adherence. Portfolio aging improvement.