Team Leader Collections

Concentrix; Bengaluru; Sur place; INR 900 000 - 1 300 000; Plein temps

Résumé du poste

Concentrix Bangalore is seeking a Team Leader – Collections to lead a team of collection agents and drive recovery targets. The role focuses on managing performance metrics, ensuring compliance, coaching staff, and delivering quality customer interactions.

The ideal candidate will have 3–5 years in collections, with at least 1 year in a leadership position, and strong Excel-based reporting skills. This is a full-time on-site opportunity based in Bengaluru.

Qualifications

• 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.
• Graduate in any discipline (bachelor’s degree preferred).

Responsabilités

• Lead and manage a team of collection agents to meet or exceed recovery goals.
• Monitor performance metrics such as Promise-to-Pay (PTP) conversion, RPC, and 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.
• Meet all client SLAs and performance parameters.
• Provide escalation support to resolve customer queries and maintain service quality.
• Develop strong interpersonal relationships within the team and align with client vision and values.

Connaissances

Leadership

Communication

Analytical thinking

MS Excel

Formation

Bachelor's degree

Outils

MS Excel

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

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.

Location:

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

Time Type:

Full time