Team Leader - Telecollections Blr

Job description

- 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.