Lead Tele Collection - Gurugram (Centre Head)

Lead Tele Collections (Delhi Centre)

Location:

About the Role

Lead Tele Collections

hands-on experience managing end-to-end collections operations via a contact center setup

customer empathy with recovery effectiveness

Key Responsibilities

• Lead and manage the Delhi Tele-Collection Centre

  with 150–200 agents, team leaders, quality, and support staff.

• Own and deliver collection performance metrics

  (recovery rates, delinquency reduction, roll rates, etc.) across early- and late-stage buckets.

• Set and monitor daily/weekly/monthly targets

  for teams and ensure consistent achievement through performance reviews and analytics.

• Drive process excellence

  — ensure scripts, call flows, and customer handling are compliant, effective, and customer-centric.

• Collaborate with analytics, strategy, and product teams

  to refine collection strategies and improve conversion/recovery.

• Ensure regulatory and compliance adherence

  , including RBI guidelines, fair practices code, and data protection standards.

• Implement and optimize dialer management

  and workflow automation to enhance productivity.

• Coach, mentor, and develop team leaders

  to build a strong second line of leadership.

• Track and analyze key performance metrics

  (productivity, promise-to-pay, roll rate, resolution rates) to drive continuous improvement.

• Coordinate with field collections, legal, and customer service

  teams for integrated recovery efforts.

What We’re Looking For

• Education:

  Graduate or Postgraduate in any discipline.

• Experience:

  Minimum

  8–10 years in collection operations

  , with at least

  3–5 years in a leadership role managing a large contact centre (150+ seats)

  .
• Proven expertise in

  tele-collection strategy, people management, and performance improvement

  .
• Strong understanding of

  RBI collection guidelines

  and

  compliance frameworks

  .
• Excellent

  communication, analytical, and leadership

  skills.
• Hands-on experience with

  dialer systems (predictive/manual)

  ,

  CRM tools

  , and

  collection MIS

  .
• Ability to

  thrive in a fast-paced, target-driven environment