Job Title: Tele Calling Managers (TCMs) Location: Okhla Phase 1, New Delhi Job Type: Full-time, In-house Collection Call Center Job Summary : We are seeking proactive and experienced Tele Calling Managers to oversee a team of Tele Calling Officers in our in-house collection call center. The role involves guiding agents, ensuring that collection targets are met, monitoring performance, and maintaining compliance with regulatory guidelines. The ideal candidate must have strong leadership skills, coaching skills, and experience in the collections space, with a focus on driving performance and ensuring team efficiency. Key Responsibilities: Team Supervision & Management: - Lead, mentor, and manage a team of 40-50 Tele Calling Officers. - Monitor daily activities and ensure agents meet daily, weekly, and monthly collection targets. - Conduct team meetings and huddles to review performance, challenges, and action plans. Performance Monitoring & Reporting: - Track agent productivity and provide regular feedback for improvement. - Analyze call data, collections progress, and individual agent performance to identify areas for improvement. - Submit daily and weekly reports on team performance and delinquency management. Training & Development: - Conduct ongoing training sessions to improve agent skills in communication, negotiation, and compliance. - Work closely with HR and training teams to onboard new agents and continuously upgrade the skills of existing agents. - Regularly review and update call scripts and workflows for maximum effectiveness. Customer Engagement & Conflict Resolution: - Handle escalated customer queries and complaints, ensuring timely and appropriate resolution. - Assist agents with difficult cases, providing coaching on how to handle objections and improving recovery rates. Compliance & Quality Assurance: - Ensure that all agents adhere to RBI regulations, internal company policies, and ethical guidelines. - Regularly audit calls for compliance, quality, and customer service standards. - Maintain accurate records of customer interactions and payments in the CRM system. Key Requirements: - Graduate in any discipline. Certification in DRA (Debt Recovery Agent) by IIBF is preferred. - Minimum 8 years of experience in collections, with at least 5 years in a team leader or supervisory role preferably in Microfinance or NBFC & strong ability to lead, coach, and motivate a team. - Excellent verbal communication skills in Hindi and regional languages are an added advantage. - Ability to analyze performance data and translate it into actionable insights. - Proficiency in using CRM systems, dialers, and collection tools. - Focused on achieving and exceeding collection targets. Benefits : As per company policy (Medical Insurance, Incentives based on performance, etc.).
