Collections Team Leader

About Us:  DPDzero is a fintech startup dedicated to extending formal credit access to the next billion individuals in India. Our platform leverages machine learning and a customer-first approach to transform the lending industry. By prioritising compliance, data-driven decision-making, and a culture of experimentation, we aim to maximise value for lenders while delivering an unparalleled customer experience. We are on a mission to revolutionise the financial landscape and empower individuals with greater financial opportunities  Customers:  At DPDzero, we work with a diverse range of ambitious lenders, both established players and emerging disruptors, who are reshaping the credit ecosystem in India. Some of our esteemed customers include Cashe, Ring, Axio, Jai-kissan, Liquiloans, Snapmint, Kanakadurga Finance, Padmasai Finance, and many more. Our Approach: We partner with our lenders by taking charge of their collections portfolio, allowing them to focus on customer acquisition while we ensure efficient recovery from their customers. Our technology-driven platform leverages machine learning algorithms to optimise collections strategies and drive maximum recovery rates. Job Description Key Responsibilities:Lead, mentor, and coach a team of telecallers focused on credit card debt collections to ensure they meet performance targets and deliver outstanding customer interactions. Develop and implement strategies to enhance the team’s productivity, efficiency, and overall collections performance specifically related to credit card accounts. Monitor team members’ calls for quality assurance, providing constructive feedback and training to address credit card-specific collection challenges. Set clear performance goals for individual team members, conducting regular performance reviews to assess their effectiveness in handling credit card debt collections. Collaborate with other teams, including collections operations, customer support, and operations, to ensure seamless customer experiences for credit card holders. Analyze call center data related to credit card debt collections to identify trends, areas for improvement, and opportunities for process optimization. Handle escalated customer inquiries or complaints related to credit card debt collections, resolving issues promptly and effectively. Develop training materials and conduct training sessions for new telecallers focused on credit card debt collections, ensuring they are well-equipped to deliver exceptional service. Maintain up-to-date knowledge of DPDzero’s credit card collections strategies, services, and processes to assist team members and customers effectively. Qualifications:4+ years of experience in a debt collections and recovery environment. And should have 1+ years of experience as team lead. Prior experience as a telecaller or in a similar customer service role, specifically emphasizing debt collections related to credit cards. Excellent verbal and written communication skills. Strong leadership and coaching abilities, with a track record of motivating and managing teams in a credit card collections context. Ability to analyze data related to credit card debt collections and generate actionable insights to improve team performance. Customer-focused mindset and commitment to delivering exceptional service in the collections context. Problem-solving skills and the ability to handle challenging customer situations related to credit card debt collections. Proficiency in using call center software and tools. Flexibility to work in shifts as required by the debt collections operations. Preferred Skills: Certification or training in call centre management or customer service Familiarity with fintech products or services, particularly in the debt collections domain Multilingual abilities What we offer: A smart, talented and agile team: A group of ambitious, driven and fun individuals building together a future in Fintech technology. Compensation & Benefits: Competitive salary and insurance benefits.  Growth & Experience: The ability to grow and excel with a fast growing and thriving company.