Telecalling - Team Leader

Job Description – Telecalling Team Leader (Recovery Process)

Location: Chennai

Experience: 3–5 Years

Relevant Experience: Telecalling Recovery / Collections

Job Type: Full-Time

Job Summary

We are looking for an experienced Telecalling Team Leader with a strong background in Loan Recovery / Collections (Banking / NBFC). The candidate will be responsible for managing a team of telecalling executives, driving collection targets, monitoring team performance and ensuring effective recovery operations.

Key Responsibilities

• Manage and lead a team of telecalling executives handling loan recovery and collections.
• Drive daily, weekly and monthly collection targets.
• Monitor team performance, productivity, call volumes and recovery numbers.
• Ensure timely follow-ups with customers for overdue EMIs and pending loan payments.
• Guide agents on payment negotiations, customer handling and PTP (Promise to Pay) conversion.
• Monitor PTP commitments and ensure timely follow-ups.
• Conduct regular team meetings and performance review sessions.
• Provide coaching and training to improve agents' calling and collection performance.
• Handle escalated customer queries and difficult recovery cases.
• Prepare daily collection reports and share performance updates with management.
• Ensure adherence to company policies and ethical recovery practices.
• Coordinate with the Quality and Operations teams to improve collection efficiency.

Required Skills

• Strong knowledge of Telecalling Recovery / Loan Collections.
• Experience in managing and handling telecalling teams.
• Knowledge of EMI collection, overdue payments and loan recovery processes.
• Excellent communication, negotiation and leadership skills.
• Ability to achieve collection targets through team management.
• Knowledge of PTP, RPC (Right Party Contact) and collection follow-up processes.
• Good reporting and analytical skills.
• MS Excel knowledge.

Eligibility Criteria

• Any Graduate.
• 3–5 years of experience in Telecalling / Recovery / Collections.
• Minimum 1–2 years of experience as a Team Leader preferred.
• Must have hands-on experience in Banking / NBFC / Loan Recovery collections.
• Should have experience managing collection agents and achieving recovery targets.

Target Candidate Profiles

• Telecalling Team Leader – Recovery
• Collections Team Leader
• Loan Recovery Team Leader
• Debt Collection Team Leader
• Senior Collection Executive
• Assistant Team Leader – Collections

Important Screening Criteria: Candidates must have hands-on experience in the Telecalling Recovery / Loan Collections process, along with team handling and target achievement experience. General telecalling or customer support team leaders without recovery experience are not suitable.

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person