Team Leader - Debt Collection Agents

Supervise, guide, and mentor a team of debt collection agents. Assign daily tasks, targets, and accounts to team members.

Team Leader Debt Collection Agents

Experience: Minimum 3 years in Debt Collection, with at least 1 year in a supervisory/team leader role.
Education: Graduate in any discipline + DRA Certificate compulsory.
Technical Skills: Proficient in Excel for reporting and analysis. Strong knowledge of CRM systems and dialer management.

Key Responsibilities:

1. Team Management: Supervise, guide, and mentor a team of debt collection agents. Monitor performance and ensure agents meet or exceed collection targets. Assign daily tasks, targets, and accounts to team members.
2. Performance Monitoring: Track and analyze agent productivity, connect rates, and recovery performance. Conduct regular one-on-one and team meetings to review progress and provide feedback.
3. Customer Interaction Oversight: Handle escalated customer interactions and disputes professionally. Ensure agents adhere to compliance, quality, and ethical standards during communication.
4. Training & Development: Provide training on negotiation skills, CRM usage, and debt collection best practices. Keep the team updated on product changes, collection strategies, and regulatory requirements.
5. Reporting: Generate and present daily, weekly, and monthly performance reports to the management. Maintain records of delinquent accounts and follow-ups through CRM tools.
6. Collaboration: Work closely with the legal, compliance, and field teams to resolve complex cases. Coordinate with other departments for payment reconciliations and customer queries.

Key Skills and Requirements:

Experience: Minimum 3 years in Debt Collection, with at least 1 year in a supervisory/team leader role.
Education: Graduate in any discipline + DRA Certificate compulsory.

Technical Skills:

Proficient in Excel for reporting and analysis. Strong knowledge of CRM systems and dialer management.

Work Ethic:

Highly organized, target-driven, and focused on continuous improvement.

Location: Marol, Andheri East