Team Leader Collections

Concentrix; Bengaluru; Sur place; INR 700 000 - 900 000; Plein temps

Résumé du poste

Concentrix in Bangalore is seeking a Team Leader – Collections to guide a group of collection agents and drive recovery targets. The role demands hands-on leadership, coaching, and consistent performance improvement while maintaining high customer service standards.

The ideal candidate has 3–5 years in collections with at least 1 year leading a team, strong communication skills, and a solid grasp of regulatory compliance. Grow with a technology-enabled BPO leader.

Qualifications

• Bachelor's degree in any discipline.
• Minimum 3–5 years of collections experience, with 1 year leading a team.
• Knowledge of regulatory compliance in collections.

Responsabilités

• Lead and manage a team of collection agents to meet recovery goals.
• Monitor KPIs: PTP conversion, RPC, and AHT.
• Ensure compliance with regulatory guidelines in all activities.
• Conduct coaching sessions and performance reviews.
• Prepare periodic KPI reports for management.
• Collaborate with Quality and Training to improve processes.
• Escalate non-resolvable issues to Operations Manager.
• Build strong team relationships aligning with client vision and values.

Connaissances

Leadership

People management

Communication

Negotiation

Analytical

MS Excel

Reporting tools

Regulatory compliance

Collections knowledge

Formation

Bachelor's degree

Outils

MS Excel

Reporting tools

Description du poste

Role: Team Leader – CollectionsDESIGNATION: Team Leader – CollectionsLOCATION: BangaloreYEARS 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 ResponsibilitiesLead 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 parametersProvide support to the team by acting as the first line of escalation for customer related queries to provide exceptional customer serviceDevelop 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 CustomerWell versed in managing BQ’s & PIP casesTeam member performance management and identification of training opportunitiesForward non- resolvable issues to the Operations ManagerKPIsRecovery Rate (% of outstanding collected).PTP Conversion Rate.RPC Percentage.Call Quality Score.Compliance AdherenceKey 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 mustEducation & ExperienceGraduate 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.