Team Leader - Telecollections Blr
Aditya Birla Group — BANGALORE, BANGALORE
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Job Description
Job Title: Team Leader – Debt Collection (Tele-calling Centre)
Department: Collections
Reports To: Centre Manager
Location: Bangalore
Employment Type: Full-time
Job Description:
The Team Leader job role is responsible for effectively managing a team of tele-callers engaged in the collections of overdue retail loan accounts.
The role involves driving collection efficiency, ensuring compliance with regulatory and company guidelines, maintaining team productivity, and optimizing customer contact and resolution strategies.
Key Responsibilities:
- 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.
Required Skills:
- Strong coaching and mentoring skills to improve team productivity and call quality.
- Capable of setting clear performance goals, monitoring progress, and conducting regular reviews.
- Strong negotiation and persuasion skills for handling escalated or high-value delinquent cases.
- Skill in identifying high-risk accounts and recommending corrective action.
- Professional handling of escalations and sensitive customer interactions.
- Ability to coordinate effectively with other departments (credit, operations, legal, and field teams).
- Ability to handle high-pressure situations with composure.
- High level of integrity and professionalism in managing collections.
- Ensuring customer dignity and adherence to ethical collection practices.
Frequently Asked Questions
What are the eligibility criteria for the Team Leader - Telecollections Blr job at Aditya Birla Group?
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 5-10 Years years of relevant experience expected for this role.
What are the primary responsibilities of a Team Leader - Telecollections Blr at Aditya Birla Group?
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Team Leader - Telecollections Blr at Aditya Birla Group.
Is prior experience required for this position?
This role requires around 5-10 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
What skills are important for this role?
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
How do I apply for the Team Leader - Telecollections Blr role at Aditya Birla Group?
You can apply directly using the Apply Now button on this page, which will take you to Aditya Birla Group's application process for this role.
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