Collection Team Lead

Job Description: Collection Team Leader (BPO)

Location: Chennai

Experience Required: 2 to 4 years of hands-on experience in BPO Collections

CTC: 3,00,000 to 4,00,000 per annum (Depending on experience and interview performance)

Languages Known: Tamil and English (Proficiency in additional regional languages will be an added advantage)

Notice Period: Immediate joiners or max 15 days preferred

About the Role

We are seeking a dynamic, results-driven, and experienced Collection Team Leader to manage our BPO collection floor in Chennai. The ideal candidate will lead a team of collection specialists/telecallers, drive performance metrics, ensure targets are met consistently, and maintain compliance with collection guidelines and company policies.

Key Responsibilities

• Team Management: Lead, mentor, and supervise a team of collection agents/telecallers to achieve daily, weekly, and monthly collection and recovery targets.
• Performance Monitoring: Track key performance indicators (KPIs) such as recovery rate, PTP (Promise to Pay) conversion, call quality, and average handling time (AHT).
• Floor Operations: Handle day-to-day operations of the collection floor, manage bucket-wise allocations, and monitor dialer performance.
• Coaching & Feedback: Conduct regular one-on-one coaching sessions, performance reviews, and feedback sessions to bridge performance gaps.
• Escalation Handling: Handle escalated customer calls/disputes effectively and negotiate mutually acceptable payment resolutions within company guidelines.
• Reporting: Prepare and present daily, weekly, and monthly MIS reports regarding team performance and collection metrics to upper management.
• Compliance: Ensure the team complies with standard operating procedures (SOPs), data security policies, and ethical debt collection practices.

Candidate Profile & Requirements

• Experience: 2 to 4 years of solid operational experience in BPO Collections / Tele-collections, with at least 12 years in a Team Leading or supervisory role.
• Education: Graduation or equivalent from a recognized institution.
• Language Skills: Excellent verbal and written communication skills in Tamil and English. Knowledge of any other regional language is an added advantage.
• Technical Skills: Familiarity with dialer systems, CRM tools, and MS Excel (for reporting and data tracking).
• Competencies: Strong negotiation skills, high-pressure handling capability, leadership qualities, and result-oriented mindset.

Contact Person - Puneetha - Assistant Manager HR

Contact Number - 9787212794