Collection Team Leader

Job Overview

The Collection Team Leader role involves directing and motivating a group of collection representatives to meet daily and monthly recovery objectives while maintaining compliance, discipline, and quality standards in calls.

Key Responsibilities

• Supervise and lead collection agents to meet their recovery goals.
• Distribute daily call assignments and monitor both individual and collective performance.
• Review live and recorded calls to ensure adherence to quality, compliance, and scripting requirements.
• Deliver consistent coaching, feedback, and on-field assistance to enhance team output.
• Manage escalated, challenging cases and accounts with high value when necessary.
• Maintain attendance records, login hours, productivity, and discipline among team members.
• Prepare and disseminate daily, weekly, and monthly management reports (MIS).
• Collaborate with management, compliance, and quality assurance departments.
• Adhere to company policies and regulatory mandates during recovery operations.
• Encourage team motivation through daily meetings, incentive updates, and performance reviews.

Required Skills & Competencies

• Proven leadership and team management capabilities.
• Effective communication skills, preferably Hindi and basic English proficiency.
• In-depth understanding of collection methodologies including soft and hard collections and bucket handling.
• Goal-oriented with a focus on achieving targets.
• Capability to work under pressure and meet tight deadlines.
• Fundamental proficiency with Excel and CRM or collection software.

Qualifications & Experience

• Graduate degree preferred; minimum Higher Secondary Certificate (HSC) with applicable experience accepted.
• Between 2 to 5 years in collections or recovery roles.
• At least 1 year served as a Team Leader or Senior Collector.

Performance Indicators

• Achievement of team recovery targets versus goals.
• Quality and compliance scores of calls.
• Team attendance rates and productivity levels.
• Roll rate and resolution rate effectiveness.
• Decrease in escalations and customer complaints.