Collection Team Lead - BPO - Voice process

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

Job summary

Imarque Solutions in Chennai seeks a Collection Team Leader to manage the BPO collection floor, lead agents, and drive targets while ensuring compliance.

The ideal candidate has 1-4 years in BPO Collections, strong negotiation and leadership skills, Tamil and English fluency, and readiness for immediate joiner or up to 15 days.

CTC offered is 3,00,000 to 4,00,000 per annum, based on experience and interview performance.

Qualifications

• Graduation or equivalent from a recognized institution.
• 1–4 years of hands-on experience in BPO collections or tele-collections.
• Excellent verbal and written communication in Tamil and English.

Responsibilities

• Lead, mentor and supervise a team of collection agents to achieve daily, weekly and monthly targets.
• Monitor KPIs such as recovery rate, PTP conversion, call quality, and AHT.
• Manage floor operations, bucket allocations and dialer performance.
• Conduct regular coaching, performance reviews and feedback sessions.
• Handle escalated calls/disputes and negotiate payment resolutions.
• Prepare and present MIS reports on team performance and metrics.
• Ensure SOPs, data security and ethical collection practices.

Skills

Team management

Negotiation

Leadership

Communication

Education

Graduation

Tools

Dialer systems

CRM tools

MS Excel

Job description

Job Description: Collection Team Leader (BPO)

Location: Chennai

Experience Required: 1 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, 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.

Contact Person - Puneetha - Assistant Manager HR

Contact Number - 9787212794