Call Center Head

Premier Consultants; India; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Premier Consultants is seeking an experienced head of Collections to design and execute tele-collections strategies, manage call centre operations, and drive digital adoption across collection channels. The role emphasizes RBI compliance, performance analytics and stakeholder coordination.

Ideal candidates will lead teams, optimize processes, and partner with risk and operations to improve recovery outcomes while ensuring adherence to regulatory guidelines and internal policies.

Qualifications

• Experience in call center operations for collections of secured loan products.

Responsibilities

• Develop and execute tele-collections strategies across delinquency buckets.
• Drive collection efficiency, RPC, PTP conversion and adherence.
• Lead day-to-day call centre operations including planning, capacity and quality.
• Optimize dialer usage, call allocation, segmentation and follow-up mechanisms.
• Lead and develop collection managers, team leaders and calling teams.
• Use CRM, MIS to monitor outcomes and improve calling effectiveness.
• Drive digital transformation initiatives within collections through technology adoption and RBI-aligned practices.

Skills

Call center operations

Collections knowledge

Stakeholder management

Data analytics

Tools

CRM systems

Dialer software

MIS

Job description

Role & responsibilities

• 1. Collections Strategy & Performance
  • Develop and execute tele-collections strategies across delinquency buckets, aligned with portfolio priorities and recovery targets.
  • Drive collection efficiency, cure and roll-back rates, right-party contact (RPC), promise-to-pay (PTP) conversion and PTP adherence.
• 2. Call Centre Operations
  • Lead day-to-day call centre operations, including manpower planning, capacity utilization, calling productivity and service quality.
  • Optimize dialer usage, call allocation, customer segmentation, calling frequency and follow-up mechanisms
• 3. People Leadership & Productivity
  • Lead and develop collection managers, team leaders and calling teams; build a culture of ownership and performance accountability.
• 4. Analytics, Technology & Process Improvement
  • Use dialer, CRM, collections systems and MIS to monitor outcomes and improve calling effectiveness.
• 5. Digital Collections & Technology Adoption
  • Drive digital transformation initiatives within the collections function by identifying, evaluating, and implementing innovative technologies and digital collection solutions to enhance tele-collections efficiency, productivity, and recovery performance.
• 6. Compliance & Customer Conduct
  • Ensure adherence to applicable RBI guidelines, fair practices, approved customer communication protocols and internal policies
• 7. Stakeholder Management & Reporting
  • Coordinate with field collections, business, risk, operations and other recovery channels to improve account resolution.

Preferred candidate profile

Candidate with the experience into call center operations for collections of Secured loan products