Collection Team Lead

Mind Blink Solutions; Sundargarh; On-site; INR 450,000 - 650,000; Full time

Job summary

Mindblink Solutions Pvt. Ltd. in India is seeking a Team Leader to oversee a debt collection team, driving performance and compliance while meeting targets.

You will coach agents, monitor metrics, handle escalations, and liaise with legal and finance on complex cases, ensuring ethical collection practices. Candidates should have leadership experience in outbound collections and strong communication, negotiation, and analytical skills.

Qualifications

• Minimum 1 year of experience as Team Leader / Acting Team Leader.
• Background in Outbound Collection / Recovery (Banking/BPO preferred).
• Graduation is mandatory.
• Strong communication skills in Hindi, English, and regional languages.
• Ability to work in a fast-paced, target-driven environment.

Responsibilities

• Lead and supervise tele-collection agents and Team Leaders.
• Set and monitor targets for recovery and productivity.
• Conduct coaching, briefings, and performance reviews.
• Listen to agent calls and provide quality feedback.
• Ensure adherence to shifts, login hours, and attendance.
• Support new team members through handholding and retention.
• Maintain strong team bonding and drive engagement.
• Implement and monitor collection strategies over calls.
• Handle escalated customer issues and negotiate repayment plans.
• Ensure compliance with laws, regulations and policies.
• Coordinate with legal and finance on high-value cases.
• Track and report debtors, call history, and payments.
• Identify trends and report system/process issues.

Skills

Leadership

Debt Recovery

Communication

Negotiation

Analytical Skills

MS Excel

Education

Graduation

Tools

CRM tools

Job description

Team Leader

Company Name: Mindblink Solutions Pvt. Ltd.

Position Overview

The Assistant Collection Manager / Team Leader will be responsible for overseeing and driving the debt recovery process by managing a team of collection agents. The role includes performance monitoring, coaching, compliance management, reporting, and ensuring that business collection targets are consistently achieved. The ideal candidate must have leadership experience in outbound collections and strong communication, negotiation, and analytical skills.

Key Responsibilities

• Team Leadership & Performance Management
  • Lead, motivate, guide, and supervise tele-collection agents and Team Leaders.
  • Set and monitor daily/weekly/monthly targets for recovery, contact rate, and productivity.
  • Conduct daily briefings, coaching sessions, feedback discussions, and performance reviews.
  • Listen to agent calls and provide quality feedback to improve performance.
  • Ensure adherence to shifts, login hours, and overall attendance (low shrinkage).
  • Support new team members through proper handholding and ensure retention.
  • Maintain strong team bonding and drive engagement.
• Debt Recovery & Customer Handling
  • Implement and monitor effective collection strategies over calls.
  • Handle escalated customer issues and negotiate repayment plans professionally.
  • Ensure adherence to ethical collection practices and regulatory standards.
  • Resolve disputes tactfully and maintain high customer satisfaction.
  • Coordinate with legal and finance teams regarding high-value or complex cases.
• Compliance & Risk Management
  • Ensure compliance with all relevant laws, regulations, and company policies.
  • Enforce adherence to data security and confidentiality guidelines.
  • Train the team on compliance, best practices, and updated process requirements.
• Reporting & Data Management
  • Track and maintain accurate records of debtors, call history, and payments.
  • Use analytics tools and CRM software to generate reports on recovery, PTP rate, contact rate, and agent performance.
  • Identify trends, gaps, and potential issues early and recommend solutions.
  • Report any system downtimes or process issues to supervisors for quick resolution.
• Process Improvement & Collaboration
  • Identify improvement opportunities and implement process enhancements.
  • Coordinate with internal departments to resolve agent or customer issues.
  • Develop and maintain calling scripts and guidelines for the collection team.
  • Stay updated with industry trends, best practices, and regulatory changes.

Skills & Competencies Required

• Leadership & People Management:
  • Strong ability to motivate and manage a team.
  • Excellent interpersonal and communication skills.
• Debt Recovery Expertise:
  • Sound knowledge of outbound collection/recovery processes.
  • Experience handling escalations and complex cases.
• Communication & Negotiation:
  • Strong negotiation skills to handle difficult or non-cooperative customers.
  • Proficiency in Hindi, English, and North Indian languages.
• Analytical Skills:
  • Ability to analyze reports and take data-driven decisions.
  • Proficient in MS Excel, CRM tools, and reporting.
• Problem-Solving & Decision-Making:
  • Ability to take quick, logical decisions with a clear understanding of impact.
• Customer Centricity:
  • Focus on maintaining professionalism and customer satisfaction even under pressure.

Eligibility Criteria

• Minimum 1 year of experience as Team Leader / Acting Team Leader.
• Background in Outbound Collection / Recovery (Banking/BPO preferred).
• Graduation is mandatory.
• Strong communication skills in Hindi, English, and regional languages.
• Ability to work in a fast-paced, target-driven environment.

Key Challenges

• Managing high-pressure recovery targets.
• Handling difficult customers while maintaining compliance.
• Ensuring agent performance and productivity consistently.