TEAM LEAD – COLLECTIONS

Dialer Metrics Tracking & Analysis

Monitor daily dialer metrics, including connect rates, agent utilization, call duration, and conversion rates.

Prepare dashboards and reports to track dialer performance and identify areas for improvement.

Analyze dialer performance trends and optimize calling strategies to improve agent productivity and collection

outcomes.

Collections Performance & Reporting

Monitor collection performance across different DPD buckets (DPD 1 onwards), regions, campaigns, and customer

segments.

Track key collection KPIs, including collection rate, recovery rate, roll rates, and cost of collection.

Identify performance gaps and implement corrective actions to improve recovery performance.

Prepare regular reports and share actionable insights with management.

Team Management & Performance

Lead, mentor, and guide collection team members to achieve daily, weekly, and monthly targets.

Monitor individual and team performance against defined KPIs and productivity benchmarks.

Conduct regular performance reviews and provide constructive feedback.

Ensure adherence to collection processes, calling guidelines, and company policies.

Drive team productivity, engagement, and target achievement.

Stakeholder Collaboration

Coordinate with Centralized Collections, Business, Risk, and Technology teams to improve collection strategies.

Collaborate with stakeholders to resolve operational challenges and enhance recovery performance.

Support process improvement initiatives to improve collection efficiency and customer experience.

QUALIFICATIONS & REQUIREMENTS

Bachelor's degree in any discipline.

4–5 years of experience in telecollections, preferably with experience in team management, dialer operations, and

collection metrics.

Proven experience managing collections across multiple delinquency buckets, preferably DPD 1 onwards.

Strong understanding of dialer systems, calling strategies, and collection processes.

Proficiency in MS Excel, reporting, and data analysis.

Strong analytical, problem-solving, and decision-making skills.

Excellent leadership, communication, negotiation, and interpersonal skills.

Ability to manage performance targets and work effectively in a fast-paced environment.

Pay

Up to ₹600,000.00 per year

Work Location

In person