Collection Team Lead

Imarque Solutions; Chennai District; On-site; INR 300,000 - 400,000; Full time

Job summary

Imarque Solutions in Chennai invites a Collection Team Leader to drive the BPO collections floor. You will lead a team of collection agents, monitor performance, and ensure targets are met while complying with SOPs and ethical debt practices.

The role requires 2–4 years in BPO collections with supervisory experience, strong Tamil and English communication, and familiarity with dialer systems, CRM tools, and MS Excel for reporting.

Qualifications

• Graduation or equivalent from a recognized institution.
• 2–4 years in BPO collections/tele-collections with team-leading experience.
• Excellent Tamil and English communication skills.
• Familiarity with dialer systems, CRM tools and MS Excel for reporting.

Responsibilities

• Lead and supervise a team of collection agents to meet targets.
• Track KPIs such as recovery rate and AHT.
• Manage floor operations and dialer performance.
• Provide coaching and conduct performance reviews.
• Prepare and present MIS reports to management.
• Ensure SOPs, data security and ethical debt collection.

Skills

Team leadership

Performance monitoring

Negotiation skills

Communication

Education

Graduation

Tools

Dialer systems

CRM tools

MS Excel

Job description

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.