Head Call Center (Collections)

Key Responsibilities

Strategic & Leadership

• Lead and oversee the end-to-end telecalling collections operation for early, mid, and late delinquency buckets.
• Define collection strategies, call flows, escalation matrices, and resolution frameworks aligned with business goals.
• Drive productivity, efficiency, and recovery rates across all telecalling teams.

Operations Management

• Manage large telecalling teams (Team Leads, Supervisors, Callers)
• Monitor call quality, adherence, TATs, and customer experience.
• Coordinate with field collections, legal, analytics, and credit teams for seamless recovery.

Compliance & Risk

• Ensure full compliance with RBI guidelines, fair practices code, and internal policies.
• Implement call audits, quality checks, and grievance redressal mechanisms.
• Handle escalations, sensitive cases, and regulatory complaints effectively.

Performance & Analytics

• Track key MIS metrics such as roll rates, cure rates, bounce recovery, and bucket movement.
• Use data and analytics to improve dialing strategies, scripts, and allocation logic.
• Identify process gaps and drive continuous improvement initiatives.

Talent & Capability Building

• Recruit, train, and develop team leaders and callers.
• Conduct regular performance reviews and coaching sessions.
• Build a strong performance-driven and compliant culture.

Key Skills & Competencies

• Strong expertise in telecalling collections for NBFC / BFSI
• Deep understanding of delinquency management and customer behavior
• Excellent people leadership and stakeholder management skills
• Data-driven decision-making and MIS interpretation
• Strong knowledge of RBI and collections compliance norms
• Communication, negotiation, and conflict-resolution skills