Call Center Head - Collections

Premier Consultants; Dadri, Gurugram District, Delhi; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Premier Consultants in India seeks a high-impact Collections & Call Centre Leader to design and drive tele-collections across delinquency buckets, while ensuring quality customer contact and compliance.

You will lead the operations, analytics, and digital adoption, build a capable team, and partner with stakeholders to achieve recovery targets and process improvements in a fast-paced loan portfolio environment.

Qualifications

• Female candidates with handling call center operations for Loans.

Responsibilities

• 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.
• Review portfolio trends and team-level performance; identify gaps and implement timely corrective actions.
• 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.
• Establish operating rhythms, performance dashboards, escalation processes and productivity benchmarks.
• 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.

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.
• Review portfolio trends and team-level performance; identify gaps and implement timely corrective actions.

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.
• Establish operating rhythms, performance dashboards, escalation processes and productivity benchmarks.

3. People Leadership & Productivity

• Lead and develop collection managers, team leaders and calling teams; build a culture of ownership and performance accountability.
• Set clear targets, review individual and team performance, and implement coaching and capability-building interventions.
• Manage staffing, attendance, attrition and incentive-linked productivity in line with business requirements.

4. Analytics, Technology & Process Improvement

• Use dialer, CRM, collections systems and MIS to monitor outcomes and improve calling effectiveness.
• Leverage customer and portfolio data to refine contact strategies, prioritize accounts and improve payment realization.
• Partner with Technology, Analytics and Operations teams to improve automation, reporting and process efficiency.

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.
• Proactively engage with new technology vendors, fintech partners, and digital collection service providers to explore solutions such as AI-powered calling, voice bots, predictive dialers, automated communication platforms, WhatsApp-based collections, and digital payment solutions.
• Conduct regular meetings, product demonstrations, and performance reviews with existing and prospective vendors to assess technological capabilities, operational feasibility, cost-effectiveness, and ROI.
• Collaborate with internal stakeholders to pilot, implement, and scale new technologies while ensuring regulatory compliance, improved customer engagement, operational efficiency, and enhanced collection outcomes.

6. Compliance & Customer Conduct

• Ensure adherence to applicable RBI guidelines, fair practices, approved customer communication protocols and internal policies.
• Monitor call quality, documentation, grievance trends and audit observations; ensure timely closure of issues.
• Maintain appropriate controls over customer data and ensure ethical, compliant collection practices.

7. Stakeholder Management & Reporting

• Coordinate with field collections, business, risk, operations and other recovery channels to improve account resolution.
• Provide regular MIS, performance reviews and actionable insights to the Senior Head Collections.
• Escalate material performance risks, process issues and customer concerns with clear recommendations.

Preferred candidate profile

Female Candidates with handling call center operations for Loans