Team Leader - Collection

Job Description

Job Description: Team Leader – Debt Collection AgentsCTC range : 3.5 Lpa To 4.5 LpaLocation: Marol, Andheri East, Mumbai Experience: Minimum 3 years in Debt Collection, with at least 1 year in a supervisory/team leader role Education: Graduate in any discipline Additional Certification: DRA Certificate compulsory Key Responsibilities:Team Management:Supervise, guide, and mentor a team of debt collection agents.Assign daily tasks, targets, and accounts to team members.Monitor performance and ensure agents meet or exceed collection targets.Performance Monitoring:Track and analyze agent productivity, connect rates, and recovery performance.Conduct regular one-on-one and team meetings to review progress and provide feedback.Customer Interaction Oversight:Handle escalated customer interactions and disputes professionally.Ensure agents adhere to compliance, quality, and ethical standards during communication.Training & Development:Provide training on negotiation skills, CRM usage, and debt collection best practices.Keep the team updated on product changes, collection strategies, and regulatory requirements.Reporting:Generate and present daily, weekly, and monthly performance reports to the management.Maintain records of delinquent accounts and follow-ups through CRM tools.Collaboration:Work closely with the legal, compliance, and field teams to resolve complex cases.Coordinate with other departments for payment reconciliations and customer queries. Key Skills and Requirements:Experience: Minimum 3 years in debt collection, with at least 1 year in a team leader or supervisory role.Education: Graduate in any discipline.Technical Skills:Proficient in Excel for reporting and analysis.Strong knowledge of CRM systems and dialer management.Leadership Skills:Ability to inspire, motivate, and lead a team to achieve targets.Excellent decision-making and problem-solving capabilities.Communication Skills:Fluent in English and regional languages.Strong negotiation and interpersonal skills.