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:
Minimum 3 years in Debt Collection, with at least 1 year in a supervisory/team leader role
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