Collections Manager - Call Centre

Collection Manager (Call Centre)

• Tele-calling Collections •Dialer & CRM Operations • All Buckets (X0 to Write-off)

Experience - 6 - 8 years tele-collections (3+ yrs managing)

Team Size - 20 - 40 agents, + 24 Team Leaders

Qualification - Graduate mandatory; MBA preferred

Reports To - Head of Collections

Role in One Line

Own the in-house calling engine end to end Dialer campaigns, CRM allocation, bucket-wise target plan, and the team that delivers it. Hands-on, data-driven, target-owning.

Key Responsibilities

• Dialer campaigns: Build, launch, monitor and optimise daily campaigns independently. Choose dialing mode by bucket (Predictive / Progressive / PreviewManual), tune pacing ratio, retry gap and abandon rate, and own the disposition tree. Platforms: Ameyo, Ozonetel, Exotel, Knowlarity, Tata Smartflo, Vicidial, Genesys or similar.
• Data segmentation: Cut allocation by bucket, DPD, ticket size, risk score, language, geography, prior disposition and best-time-to-call; set attempt, recycle and alternate-number logic. Map each segment to the right agent skill group.
• CRM ownership: Allocation upload and reconciliation, agent-wise distribution, workflow and PTP capture, escalation rules, contactability enrichment, payment reconciliation. Platforms: Credgenics, Spocto, Creditas, LeadSquared, Salesforce or in-house CRM.
• Multi-channel push: Sequence dialer with IVR blast, WhatsApp API, SMS, email, bot-calling and field/agency hand-off as one coordinated journey.
• Target planning: Convert monthly bucket targets into weekly, daily and agent-level run-rates; validate feasibility against penetration RPC% PTP% kept% ticket size; publish the plan before Day 1 and course-correct daily.
• Team management: Lead 1015 agents daily briefing, hourly pulse, EOD debrief. Scorecards, call-listening, coaching, PIPs, contests, incentive design, roster and attrition control.
• **MIS & analysis: Publish daily bucket/team/agent DSR with plan-vs-actual and variance reason. Advanced Excel Advanced Google Sheets Creation Should know all formula Example live shared trackers.
• Compliance & quality: Full adherence to RBI Fair Practices Code, recovery-agent norms, TRAI/DLT and calling hours. Zero tolerance on abuse or misrepresentation. Own QA scores, complaint TAT and audit readiness.

Candidate Requirements

• Must have: 6 to 8 yrs tele-collections in NBFC / bank / fintech / credit card / collections BPO; 3+ yrs managing 10+ agents through hands-on dialer campaign ownership (not vendor-dependent); strong collections CRM command; advanced Excel and Google Sheets; experience across all buckets; a quantifiable target-delivery track record; graduate.
• Preferred: MBA/PG; unsecured or digital lending background; WhatsApp API, bot-calling and digital collections regional language fluency.
• Behavioural: Result-oriented and accountable to the number; argues with data; builds and retains a team; composed under month-end pressure; ethically firm on conduct and compliance.