Team Leader Collections

cnx; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix is seeking a Team Leader - Collections to lead a squad of collection agents in Bangalore, driving recovery targets and ensuring compliant customer interactions.

You will monitor PTP, RPC, and AHT, coach the team, report KPIs to management, and collaborate with Quality and Training to improve processes while meeting client SLAs.

Graduate with 3-5 years in collections and at least 1 year in leadership; strong communication, negotiation, and regulatory knowledge are essential.

Qualifications

• 3–5 years in collections with 1 year leading a team.
• Graduate in any discipline.
• Strong leadership and communication skills.
• Knowledge of compliance and regulatory guidelines.

Responsibilities

• Lead and manage a team of collection agents to meet recovery goals.
• Monitor PTP conversion, RPC, and AHT.
• Ensure adherence to compliance and regulatory guidelines.
• Conduct regular coaching sessions and performance reviews.
• Analyze KPI trends and close performance gaps.
• Prepare and present reports on team KPIs to management.
• Collaborate with Quality and Training teams to improve processes.
• Meet all client SLAs and performance parameters.
• Escalate customer queries and provide strong service.
• Develop strong interpersonal relationships with the team and align with client vision.
• Manage BQ's & PIP cases.
• Identify training opportunities.
• Escalate non-resolvable issues to the Operations Manager.

Skills

Leadership

Communication

Negotiation

Regulatory compliance

Education

Bachelor's degree

Tools

Excel

Job description

Job Title: Team Leader Collections

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).

Location:

IND Bangalore - Embassy Manyata Business Park 4th Floor Block F2

Time Type:

Full time