Team Leader - Telecollections Blr

Aditya Birla Capital Ltd.; Karnataka; Presencial; INR 600 000 - 1 000 000; Tempo integral

Resumo da oferta

Aditya Birla Capital Ltd. in Bangalore seeks a Team Leader – Debt Collection to manage a tele-calling team responsible for collections of overdue retail loan accounts.

You will drive productivity, ensure regulatory and company guidelines are followed, and optimize customer contact strategies. The role requires coaching, performance management, and collaboration with credit, operations, and field teams to achieve KPIs while maintaining customer dignity and compliant practices.

Qualificações

• Experience leading 8–10 tele-callers in a dialer environment.
• Knowledge of RBI Fair Practice Code and data privacy guidelines.
• Proven ability to drive RPC and PTP outcomes.
• Skilled in coaching to improve negotiation and objection handling.
• Strong focus on attendance, productivity, and shift adherence.
• Ability to coordinate with credit, operations, legal and field teams.
• Maintain and submit MIS reports on collection performance.
• Maintain customer dignity and ethical collection practices.

Responsabilidades

• Efficiently drive BKT-1 resolutions of overdue accounts of Retail Products.
• Manage and motivate a team of tele-callers to meet daily productivity.
• Drive RPC and PTP effectiveness.
• Ensure timely follow-ups and accurate recording in CollectionWorkz.
• Conduct daily team huddles and review calls.
• Provide on-the-job coaching to improve negotiation and handling.
• Track attendance and adherence to shift timings.
• Coordinate with field collection for escalated cases.
• Maintain and submit MIS reports on collection KPIs.
• Analyze call outcomes and identify trends.
• Ensure RBI code compliance and data privacy guidelines.
• Monitor and minimize customer complaints related to collection calls.
• Support audits and ensure zero non-compliance findings.

Conhecimentos

Team leadership

Coaching

Performance mgmt

Negotiation

Escalations handling

Accounts collection

Dialer ops

Field coordination

Data analysis

Integrity

Communication

Descrição da oferta de emprego

Job Title: Team Leader – Debt Collection (Tele-calling Centre)

Department: Collections

Reports To: Centre Manager

Location: Bangalore

Employment Type: Full-time

Job Description

The Team Leader job role is responsible for effectively managing a team of tele-callers 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 BKT-1 resolutions of overdue accounts of Retail Products
• Manage and motivate a team of tele-callers (8–10 typically) to meet daily productivity in terms of Calls, Contacts, PTPs and KPs in a dialer environment.
• Drive Right Party Contact (RPC) and Promise-to-Pay (PTP) effectiveness.
• Ensure timely follow-ups 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 follow-up 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 non-compliance 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 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.