Team Leader Collections

Concentrix Daksh Services India Private Limited; Bengaluru; Sur place; INR 600 000 - 800 000; Plein temps

Résumé du poste

Concentrix Daksh Services India Private Limited in Bengaluru is seeking a Team Leader – Collections to lead a team of collection agents, drive recovery targets, and ensure compliant, high-quality customer interactions.

The role requires 3–5 years in collections with at least 1 year in team leadership, strong KPI monitoring, coaching, and collaboration with Quality and Training to improve processes.

Qualifications

• Strong leadership and people management skills.
• Excellent communication and negotiation abilities.
• Analytical mindset with proficiency in MS Excel and reporting tools.

Responsabilités

• Lead and manage a team of collection agents to meet or exceed recovery goals.
• Monitor KPIs such as PTP conversion, RPC, and AHT.
• Ensure compliance with regulatory guidelines in all collection activities.
• Coach agents through performance reviews to improve effectiveness.
• Analyze KPI trends and implement strategies to close performance gaps.
• Prepare and present reports on team KPIs to management.
• Collaborate with Quality and Training teams to enhance process efficiency.
• Provide first-line escalation support for customer queries.

Connaissances

Strong leadership

Communication

Negotiation

Analytical mindset

Formation

Graduate in any discipline

Outils

MS Excel

Reporting tools

Description du poste

Job Title: Team Leader Collections Job Description 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

• 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

Language Requirements: Time Type: Full time Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.