Team Leader Collections

Role Overview:

Key Responsibilities:

• Lead, guide, and motivate agents to deliver high-quality collections.
• Conduct daily team huddles, allocate work, and ensure adherence to shift schedules.
• Monitor attendance, discipline, and professionalism within the team.

• Track and review KPIs: RPCs (Right Party Contacts), PTPs (Promises to Pay), Conversion %, Recovery %, and Call Quality.
• Provide constructive feedback and coaching for underperforming agents.
• Identify high performers and mentor them for advanced responsibilities.

• Ensure all agents follow client guidelines, regulatory requirements, and company policies.
• Conduct call audits and transaction checks to maintain quality benchmarks.
• Address non-compliance issues promptly and implement corrective measures.

• Assess training needs and recommend skill enhancement sessions.
• Conduct refresher training on communication, negotiation, and compliance.
• Build succession planning by grooming potential future leaders.

• Manage customer escalations and resolve disputes effectively.
• Support agents with complex or difficult accounts.
• Act as a bridge between management and agents for issue resolution.

• Maintain daily/weekly/monthly MIS on collections and agent performance.
• Report team achievements, challenges, and action plans to management.
• Communicate updates, client requirements, and policy changes to the team.

Key Skills & Competencies:

• Leadership & team management.
• Strong communication, negotiation, and conflict resolution.
• Analytical ability to track performance and identify trends.
• Knowledge of collections techniques, compliance standards, and dialer/CRM systems.
• Ability to achieve targets.

Qualifications & Experience:

• Graduate
• 2 5 years experience in collections, with at least 1 2 years as a team leader/supervisor.
• Experience with TCN/Avaya or any dialer system preferred.