Collections Team Leader

Team Leadership & Coaching: Monitor daily calls, provide constructive feedback, and conduct regular coaching sessions to improve agent negotiation and communication skills. Target Achievement: Track, analyze, and drive daily, weekly, and monthly collection metrics and Key Performance Indicators (KPIs) for the team of 10 collectors. Operations Management: Oversee daily dialing operations, manage queue distribution, and ensure optimal resource utilization across the team. Escalation Handling: Handle complex, high-value, or escalated delinquent accounts and negotiate favorable repayment terms or settlements. Compliance & Quality Assurance: Ensure all telecalling activities strictly adhere to legal regulations, company policies, and fair debt collection practices. Performance Reporting: Prepare daily and monthly performance reports, analyzing trends in delinquency and recovery rates for management review.