Senior Manager - Call Center Collections

10 - 15 years

13 - 18 Lacs

Posted:1 day ago| Platform: Naukri logo

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Job Type

Full Time

Job Description


The Senior Manager Call Center Collections will be responsible for managing and driving performance of the centralized collections call center team. The role involves planning, monitoring, and optimizing call center operations to ensure effective collections, improved resolution rates, and enhanced customer experience. The position also ensures compliance with regulatory guidelines, drives productivity, and supports key business objectives.

  • Manage end-to-end call center collections operations (early buckets / soft buckets / reminder calling / skip tracing depending on allocation).
  • Develop and monitor daily, weekly, and monthly operational KPIs.
  • Lead, mentor, and manage Team Leaders, Quality Analysts, Trainers, and Agents.
  • Drive performance through measurable targets and structured reviews.
  • Ensure adherence to RBI, company, and industry regulatory guidelines.
  • Monitor call quality standards through QA teams.
  • Analyze collection trends, ageing, and portfolio health to drive strategic decisions.
  • Work closely with Analytics and Product teams to improve recovery strategies.
  • Ensure high customer satisfaction while maintaining collection efficiency.
  • Resolve escalated customer issues and ensure timely closure.

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