Posted:2 months ago|
Platform:
Work from Office
Full Time
Location: Okhla Phase 1, New Delhi
Job Type: Full-time, In-house Collection Call Center
Team Supervision & Management:
- Lead, mentor, and manage a team of 40-50 Tele Calling Officers.
- Monitor daily activities and ensure agents meet daily, weekly, and monthly collection targets.
- Conduct team meetings and huddles to review performance, challenges, and action plans.
Performance Monitoring & Reporting:
- Track agent productivity and provide regular feedback for improvement.
- Analyze call data, collections progress, and individual agent performance to identify areas for improvement.
- Submit daily and weekly reports on team performance and delinquency management.
Training & Development:
- Conduct ongoing training sessions to improve agent skills in communication, negotiation, and compliance.
- Work closely with HR and training teams to onboard new agents and continuously upgrade the skills of existing agents.
- Regularly review and update call scripts and workflows for maximum effectiveness.
Customer Engagement & Conflict Resolution:
- Handle escalated customer queries and complaints, ensuring timely and appropriate resolution.
- Assist agents with difficult cases, providing coaching on how to handle objections and improving recovery rates.
Compliance & Quality Assurance:
- Ensure that all agents adhere to RBI regulations, internal company policies, and ethical guidelines.
- Regularly audit calls for compliance, quality, and customer service standards.
- Maintain accurate records of customer interactions and payments in the CRM system.
- Graduate in any discipline. Certification in DRA (Debt Recovery Agent) by IIBF is preferred.
- Minimum 8 years of experience in collections, with at least 5 years in a team leader or supervisory role preferably in Microfinance or NBFC & strong ability to lead, coach, and motivate a team.
- Excellent verbal communication skills in Hindi and regional languages are an added advantage.
- Ability to analyze performance data and translate it into actionable insights.
- Proficiency in using CRM systems, dialers, and collection tools.
- Focused on achieving and exceeding collection targets.
Satya Microcapital
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