Job Description: Team Leader for Collection Job Title: Team Leader – Collections Process – Cred Job Summary: The Team Leader for Collection Tele Callers is responsible for managing, mentoring, and guiding a team of tele callers to meet and exceed collection targets. This role involves monitoring team performance, ensuring adherence to company policies, and fostering a positive work environment to optimize productivity. Additionally, the Team Leader will monitor and address attrition and shrinkage within the team to ensure operational efficiency and stability. Key Responsibilities: 1. Team Management: • Supervise, guide, and motivate a team of collection tele callers to achieve individual and team performance goals. • Conduct regular one on one meetings to address performance, challenges, and development needs. • Monitor attendance and resolve any scheduling or staffing issues to maintain team availability. 2. Performance Monitoring and Reporting: • Track and analyse key metrics, including calls made, collections achieved, and resolution rates. • Prepare detailed performance reports, including attrition and shrinkage analysis, for senior management. 3. Attrition Management: • Identify and address reasons for employee turnover by fostering a supportive and engaging work environment. • Conduct exit interviews to gather feedback and implement retention strategies. • Create succession plans to fill critical gaps caused by attrition quickly and effectively. 4. Shrinkage Management: • Monitor shrinkage rates (e.g., absenteeism, unproductive hours) and implement corrective actions to minimize downtime. • Develop contingency plans to ensure adequate staffing during peak periods or unexpected absences. 5. Training and Development: • Train new team members on collections techniques, negotiation strategies, and company systems. • Organize periodic skill enhancement sessions and keep the team updated on compliance regulations. 6. Quality Assurance: • Audit calls to ensure team adherence to company policies, scripts, and ethical debt collection practices. • Provide constructive feedback to improve communication skills and customer interactions. 7. Conflict Resolution: • Address escalations from customers or tele-callers and resolve disputes effectively. • Act as a liaison between the team and management to address any operational or individual issues. 8. Strategic Planning: • Collaborate with management to set realistic collection targets and plan strategies for achieving them. • Identify improvement areas within the team and implement corrective actions promptly. 9. Customer Service Excellence: • Ensure the team maintains professionalism and empathy during interactions with customers. • Support in handling high value or sensitive accounts that require special attention. 10. Compliance and Documentation: • Ensure the team complies with company policies, debt collection regulations, and legal requirements. • Oversee accurate documentation and updates in the collections system. Qualifications and Skills: • Bachelor’s degree in Business Administration or a related field preferred. • 3-5 years of experience in NBFC collections with at least 1-2 years in a supervisory position. • Knowledge of attrition and shrinkage management practices and their impact on team performance. • Strong leadership and team management skills. • Excellent verbal and written communication skills. • Proficiency in using collections software, CRM tools, and Microsoft Office Suite. • Thorough understanding of collections practices and relevant regulations. • Ability to motivate a team, handle pressure, and meet tight deadlines. • Exceptional problem solving and conflict resolution skills. • Bilingual skills (English and another language) are an advantage. Performance Indicators (KPIs): • Team collection targets achieved. • Attrition and shrinkage rates managed within acceptable limits. • Percentage of successful negotiations. • Customer satisfaction ratings. • Compliance adherence rate. • Call and follow up efficiency metrics.

Key Responsibilities: •Conduct process training for new hires and existing team members. •Develop, update, and maintain training content, materials, and assessments. •Track and evaluate the effectiveness of training sessions and provide actionable feedback. •Collaborate with Quality Assurance (QA) and Operations teams to identify gaps and drive continuous improvement initiatives. •Organize and lead employee engagement activities. •Actively contribute to the learning culture and organizational growth through innovative training practices. Qualifications & Requirements: •Education: Graduate in any discipline. •Experience: Minimum 1 year of experience as a Process Trainer in a BPO environment. •Certification: TTT (Train the Trainer) certified – preferred. Skills: •Excellent communication and presentation skills. •Strong interpersonal skills and the ability to engage diverse learners.

*Candidates with Good English Communication Only please apply to the job. 1. Job Title: Collection Executive 2. Qualification: Graduation/Undergraduate 3. Location: Sector 19, Udyog Vihar, Gurgaon 4. Salary: Upto 27K CTC +Incentives Summary: The Collection Tele Caller is responsible for contacting customers to remind them of their outstanding payments, negotiating payment arrangements, and updating account information. Key Responsibilities: 1. Contact customers to remind them of their outstanding payments, using scripts and call guides provided by the company. 2. Negotiate payment arrangements with customers, taking into account their financial situation and the company's policies and procedures. 3. Update account information in the company's collections system, including notes on the customer's payment history and any payment arrangements made. 4. Identify and escalate accounts that require special attention, such as those with a high balance or a history of delinquent payments.