Job Summary
We are looking for an experienced Team Leader – Collection to manage and guide a team of outbound collection executives. The role includes driving performance, improving recovery rates, resolving escalations, and ensuring smooth daily operations while maintaining strong team engagement.
Key Responsibilities
-
Lead, coach, and motivate CREs to meet collection targets and KPIs.
-
Monitor calls, provide feedback, and handle customer escalations.
-
Ensure roster adherence, login hours, and process compliance.
-
Support new joiners for smooth onboarding and retention.
-
Coordinate with teams to resolve issues and highlight system problems.
-
Identify process gaps, suggest improvements, and track trends.
-
Conduct daily briefings and maintain high quality and service standards.
-
Make quick, effective decisions to support operations.
