Team leader - Collection B2C Inbound Voice

Hiring for Policybazaar.com

Position: Team Leader B2C Inbound Voice Process (Collections)
Department: Health Collections
Salary Range :- 5-8 LPA (Depending upon Relevant Years of Experience & Expertise )

Job Description: Team Leader B2C Inbound Voice Process (Collections)

The Team Leader (B2C Inbound Voice Collections) is responsible for managing a team of collection 10-20 agents handling consumer (B2C) accounts. The role focuses on driving recovery rates, ensuring compliance with regulatory guidelines, and enhancing team performance. The ideal candidate should have strong leadership skills, experience in debt collections, and the ability to handle escalations effectively.

Key Responsibilities:
Team Management & Leadership:
• Supervise, mentor, and manage a team of collection agents handling outbound/inbound calls.
• Monitor team performance, ensuring agents meet collection targets and follow compliance guidelines.
• Conduct regular coaching sessions, team meetings, and performance reviews to enhance productivity.
• Track and analyze key performance indicators (KPIs) such as recovery rate, promise-to-pay (PTP) conversion, and call quality scores.


Key Requirements:
Experience , Skills & Qualifications:
• Bachelors degree or equivalent experience.
• 5-8 years of experience in a B2C collections environment, with at least 1-2 years in a team leader role.
• Experience in managing call center teams, handling escalations, and driving recovery targets.
• Strong leadership, coaching, and team management skills & Proficiency in collections CRM software and call center tools.
• Proven ability to negotiate and handle difficult conversations with customers.
• Experience in the BFSI (Banking, Financial Services, and Insurance) sector or BPO collections.


Contact Details :-
Human Resources Team Leader @ Policybazaar.com
Suman Bhardwaj
9934827654
Sumankumari1@policybazaar.com( pls drop your cv)