Supervisor Training and Quality

Enigma Corporation; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Concentrix in Bangalore is seeking a Team Leader - Collections with 3–5 years of experience in debt recovery. You will lead a team of collection agents, monitor KPIs, ensure regulatory compliance, and coach staff to improve performance.

Responsibilities include reporting to management, improving processes with Quality and Training, and meeting client SLAs. Bachelor's degree required; strong Excel skills and negotiation abilities are essential.

Qualifications

• Minimum 3–5 years of experience in collections.
• At least 1 year in leading a team of collection agents.
• Graduate in any discipline with a standard degree acceptance.
• Strong knowledge of collections processes and regulatory compliance.
• Excellent communication and negotiation abilities.
• Proven leadership and people management skills.
• Analytical mindset with proficiency in Excel and reporting tools.

Responsibilities

• Lead and manage a team of collection agents to meet recovery goals.
• Monitor KPI metrics such as PTP, RPC, and AHT daily.
• Ensure adherence to compliance and regulatory guidelines.
• Conduct coaching sessions and performance reviews.
• Analyze KPI trends and close performance gaps.
• Prepare and present team KPI reports to management.
• Collaborate with Quality and Training teams to improve processes.
• Meet all client SLAs and performance parameters.
• Escalate customer queries and provide exceptional service.
• Build strong team relationships aligned with client values.
• Manage BQ's and PIP cases.
• Identify training opportunities and performance improvements.
• Forward non-resolvable issues to the Operations Manager.

Skills

Team leadership

Communication

Negotiation

Analytical skills

MS Excel

Reporting

Education

Bachelor's degree

Tools

MS Excel

Reporting tools

Job description

LOCATION: Bangalore

Role: Team Leader - Collections

DESIGNATION: Team Leader - Collections

LOCATION: Bangalore

YEARS OF EXPERIENCE:

Minimum 3-5 years of experience in collections, with at least 1 year in leading a team of collection agents to achieve recovery targets, ensure compliance, and maintain high-quality customer interactions.

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role And Key Responsibilities

• Lead and manage a team of collection agents to meet or exceed recovery goals.
• Monitor daily performance metrics such as Promise-to-Pay (PTP) conversion, Right Party Contact (RPC), and Average Handling Time (AHT).
• Ensure adherence to compliance and regulatory guidelines during all collection activities.
• Conduct regular coaching sessions and performance reviews to improve agent effectiveness.
• Analyze KPI trends and implement strategies to close performance gaps.
• Prepare and present daily/weekly/monthly reports on team KPIs to management.
• Collaborate with Quality and Training teams to enhance process efficiency.
• Responsible to meet all agreed client SLAs and performance parameters.
• Provide support to the team by acting as the first line of escalation for customer related queries to provide exceptional customer service.
• Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer.
• Well versed in managing BQ's & PIP cases.
• Team member performance management and identification of training opportunities.
• Forward non-resolvable issues to the Operations Manager.

KPIs

• Recovery Rate (% of outstanding collected).
• PTP Conversion Rate.
• RPC Percentage.
• Call Quality Score.
• Compliance Adherence.

Key Skills And Knowledge

• Strong leadership and people management skills.
• Excellent communication and negotiation abilities.
• Analytical mindset with proficiency in MS Excel and reporting tools.
• Knowledge of collections processes, and regulatory compliance is a must.

Education & Experience

Graduate in any discipline (bachelor's degree preferred).

Disclaimer

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for 'recruitment', 'processing' or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.