Collection Team Leader

Job Description

Position: Team Leader – Outbound Collections Location: Rourkela, Odisha Key Responsibilities: Lead and manage a team of Customer Relationship Executives (CREs) in outbound collections, ensuring alignment with departmental KPIs and project SLAs. Provide leadership through motivation, coaching, development, and counseling of team members to enhance performance and retention. Foster effective collaboration with internal departments to resolve CRE and customer-related issues promptly. Ensure strict adherence to organizational security and data protection protocols. Drive continuous process improvement initiatives to enhance efficiency and service delivery. Proactively identify operational challenges and recommend practical solutions. Build and maintain strong team rapport, encouraging a positive and engaging work environment. Guide and support new CREs through structured onboarding and mentoring to reduce attrition. Monitor CRE call quality, conduct regular call audits, and provide actionable feedback and coaching. Address and resolve customer escalations in a timely and professional manner. Ensure adherence to shift rosters and minimize shrinkage by monitoring attendance and availability. Track and ensure achievement of key performance indicators such as net login hours and productivity metrics. Communicate and escalate process-related issues (e.g., system downtime, data connectivity) to supervisors for prompt resolution. Conduct regular team briefings to update CREs on process changes, product knowledge, and new initiatives. Uphold high standards of quality, accuracy, and turnaround times in all processes. Demonstrate a customer-centric approach with strong industry and domain awareness. Utilize basic Microsoft Excel, Word, and Outlook skills for reporting and communication. Maintain clear and effective written and verbal communication. Analyze performance data to identify trends and provide strategic input for continuous improvement. Make timely and rational decisions for day-to-day operational matters, considering potential impacts. Eligibility Criteria: Minimum 1 year of experience as a Team Leader or in an Acting Team Leader role. Prior experience in outbound collections or recovery, preferably in the banking or BPO tele-collection sector. Strong command of Hindi, English, and at least one North Indian language. Graduation is mandatory. Job Type: Full-time Pay: ₹17,000.00 - ₹25,000.00 per month Benefits: Health insurance Paid sick time Provident Fund Schedule: Day shift Work Location: In person