Team Leader - Telecollections Blr

Aditya Birla Insulators; Bengaluru; On-site; INR 650,000 - 750,000; Full time

Job summary

Aditya Birla Insulators in Bangalore seeks a Team Leader Debt Collection (Telecalling Centre) to lead a telecalling team focused on overdue retail loan collections. You will drive efficiency, ensure regulatory compliance, and optimize customer contact strategies.

The role requires coaching, performance tracking, and collaboration with field teams to meet KPIs, while upholding ethical collection practices and data privacy.

Qualifications

• Strong coaching and mentoring skills to improve team productivity and call quality.
• Capable of setting clear performance goals, monitoring progress, and conducting regular reviews.
• Strong negotiation and persuasion skills for handling escalated or high-value delinquent cases.
• Skill in identifying high-risk accounts and recommending corrective action.
• Professional handling of escalations and sensitive customer interactions.
• Ability to coordinate effectively with other departments (credit, operations, legal, and field teams).
• Ability to handle high-pressure situations with composure.
• High level of integrity and professionalism in managing collections.
• Ensuring customer dignity and adherence to ethical collection practices.

Responsibilities

• Efficiently drive BKT1 resolutions of overdue accounts of Retail Products.
• Manage and motivate a team of telecallers (810 typically) to meet daily productivity in terms of Calls, Contacts, PTPs and KPIs in a dialer environment.
• Drive RPC and PTP effectiveness.
• Ensure timely followups and accurate recording of customer interactions in the CollectionWorkz system.
• Conduct daily team huddles, review calls, and share performance feedback.
• Provide on-the-job coaching to improve negotiation, objection handling, and communication skills.
• Track attendance, productivity, and ensure adherence to shift timings and discipline.
• Coordinate with field collection team for cases requiring physical followup or escalation.
• Maintain and submit daily/weekly/monthly MIS reports on collection performance and team KPIs.
• Analyze call outcomes and identify trends in customer behavior.
• Ensure adherence to RBI Fair Practice Code, company collection policy, and data privacy guidelines.
• Monitor and minimize customer complaints related to collection calls.
• Support audits and ensure zero noncompliance findings.

Skills

Coaching & mentoring

Performance goals

Negotiation & persuasion

High-risk accounts

Escalation handling

Cross-dept coordination

High-pressure resilience

Integrity & professionalism

Ethical collection practices

Job description

Job Title: Team Leader Debt Collection (Telecalling Centre)

Department: Collections

Reports To: Centre Manager

Location: Bangalore

Employment Type: Fulltime

The Team Leader job role is responsible for effectively managing a team of telecallers engaged in the collections of overdue retail loan accounts.

The role involves driving collection efficiency, ensuring compliance with regulatory and company guidelines, maintaining team productivity, and optimizing customer contact and resolution strategies.

Key Responsibilities

• Efficiently drive BKT1 resolutions of overdue accounts of Retail Products
• Manage and motivate a team of telecallers (810 typically) to meet daily productivity in terms of Calls, Contacts, PTPs and KPs in a dialer environment.
• Drive Right Party Contact (RPC) and PromisetoPay (PTP) effectiveness.
• Ensure timely followups and accurate recording of customer interactions in the CollectionWorkz system.
• Conduct daily team huddles, review calls, and share performance feedback.
• Provide onthejob coaching to improve negotiation, objection handling, and communication skills.
• Track attendance, productivity, and ensure adherence to shift timings and discipline.
• Coordinate with field collection team for cases requiring physical followup or escalation.
• Maintain and submit daily/weekly/monthly MIS reports on collection performance and team KPIs.
• Analyze call outcomes and identify trends in customer behavior.
• Ensure adherence to RBI Fair Practice Code, company collection policy, and data privacy guidelines.
• Monitor and minimize customer complaints related to collection calls.
• Support audits and ensure zero noncompliance findings.

Required Skills

• Strong coaching and mentoring skills to improve team productivity and call quality.
• Capable of setting clear performance goals, monitoring progress, and conducting regular reviews.
• Strong negotiation and persuasion skills for handling escalated or highvalue delinquent cases.
• Skill in identifying highrisk accounts and recommending corrective action.
• Professional handling of escalations and sensitive customer interactions.
• Ability to coordinate effectively with other departments (credit, operations, legal, and field teams).
• Ability to handle highpressure situations with composure.
• High level of integrity and professionalism in managing collections.
• Ensuring customer dignity and adherence to ethical collection practices.