Telecalling Manager

Designation

Telecalling Manager / Team Lead

Department

Collections / Telecalling

Location

Corporate Office, Coimbatore

Experience

5+ Years Preferred

Industry

NBFC / Banking / Financial Services experience mandatory

Role Purpose

The Telecalling Manager / Team Lead will be responsible for managing the Company's telecalling operations, ensuring timely loan repayments, effective collection follow-ups, customer query resolution and achievement of team performance targets.

The candidate should have strong experience in NBFC collections, customer service and team management.

Ideal Candidate

A result-oriented professional who can independently manage a telecalling team, drive collection performance, address customer queries, provide NCD-related information and ensure professional customer communication.

Experience

NBFC / Banking / Financial Services experience is mandatory.

5+ years of relevant telecalling / collections experience preferred.

Minimum 2 years of team-handling experience preferred.

Strong exposure to loan collections, customer service and complaint handling.

Corporate Office / Head Office experience preferred.

Key Responsibilities

Manage and supervise daily telecalling operations and team performance.

Allocate customer accounts, calling responsibilities and collection targets.

Monitor daily calls, follow-ups, productivity and collection efficiency.

Ensure timely follow-up of EMI dues, overdue accounts and pending payments.

Drive achievement of daily, weekly and monthly collection targets.

Monitor DPD, overdue accounts and recovery performance.

Track customer payment commitments (PTP) and ensure timely follow-ups.

Address and resolve customer queries, complaints and service-related concerns.

Provide accurate information regarding NCDs, including interest rates, tenure, maturity and payout procedures.

Guide telecallers in handling loan-related and NCD-related customer enquiries.

Handle escalated customer complaints and difficult collection cases.

Coordinate with Branch Operations, Collections, Credit, MIS and other departments.

Review call quality and provide training and guidance to team members.

Ensure accurate updating of customer interactions and collection remarks in the system.

Prepare daily, weekly and monthly telecalling MIS and performance reports.

Coordinate with field collection teams for cases requiring further follow-up.

Ensure compliance with RBI guidelines, fair recovery practices and Company policies.

Identify process improvements to enhance team productivity and customer satisfaction.

Key Skills

Strong knowledge of NBFC telecalling and collection operations

Team leadership and performance management

Loan repayment follow-up and overdue collections

Customer query resolution and complaint handling

Knowledge of NCD products and customer servicing

DPD management and collection efficiency

Call quality monitoring and training

Strong communication and negotiation skills

Collection MIS and reporting

MS Excel and CRM / telecalling software

Knowledge of RBI fair recovery practices

Problem-solving and decision-making abilities

Qualification

Any Bachelor's Degree is mandatory.

MBA / Postgraduate qualification preferred.

Relevant NBFC collections and telecalling experience is essential.

Proficiency in Tamil and English is required.

Compensation & Benefits

Pay

₹4,00,000 – ₹6,00,000 per annum

Negotiable based on relevant experience and expertise.

Benefits

Cell phone reimbursement

Health insurance

Provident Fund

Performance-based incentives (as per Company policy)

Ability to Commute / Relocate

Coimbatore, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required).

Experience

NBFC / Banking / Financial Services: 3–5 years (Required)

Telecalling / Collections

5 years (Preferred)

Team Handling

2 years (Preferred)

Location

Coimbatore, Tamil Nadu (Required)

Willingness to Travel

As per business requirements

Work Location

In person

Pay

₹400,000.00 - ₹600,000.00 per year

Benefits

Cell phone reimbursement

Health insurance

Provident Fund

Ability to commute/relocate

Coimbatore, Tamil Nadu: Reliably commute or planning to relocate before starting work (Preferred)

Experience

NBFC or Bank

3 years (Preferred)

Language

Tamil & English (Preferred)

Location

Coimbatore, Tamil Nadu (Preferred)

Work Location

In person