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.