Team Lead Collections

(Only Serious Candidates Apply)

Job description:

Reporting to:

Collections Manager / Recovery Head

Job Purpose:

To lead, monitor, and support a team of collection agents in achieving monthly recovery targets through outbound/inbound calls. The Team Lead ensures performance consistency, compliance with quality standards, and timely resolution of customer dues while maintaining a productive and motivational team environment.

Key Responsibilities:
Team Performance & Target Achievement

• Supervise a team of 10–15 collection agents on daily performance KPIs.
• Ensure achievement of assigned recovery targets (buckets: 1–30 DPD, 31–60, etc.).
• Monitor call volume, conversion rate, and promise-to-pay (PTP) effectiveness.

Monitoring & Reporting

• Review daily, weekly, and monthly performance dashboards.
• Share reports with management and suggest corrective actions for underperforming agents.
• Coordinate with QA for feedback on call quality and adherence.

Coaching & Development

• Conduct regular one-on-one feedback and coaching sessions.
• Identify training needs and support learning & development interventions.
• Motivate team members and handle escalations effectively.

Compliance & Quality Control

• Ensure team follows all SOPs, scripts, and compliance guidelines (including SECP and internal audit standards).
• Highlight red-flag cases, misbehavior, or misconduct and take appropriate disciplinary actions.

Coordination & Communication

• Liaise with Recovery Managers, MIS, and QA teams for smoother operations.
• Manage escalated customers with professionalism and ensure issue resolution.

Requirements:

• Education: Bachelor's degree in Business, Finance, or relevant field.
• Experience: Minimum 2–3 years in call center collections/recovery; at least 1 year in a team lead or supervisory role.
• Skills:
• Strong communication & negotiation skills
• People management & leadership
• Data-driven mindset and reporting ability
• Proficiency in MS Excel, CRM, and dialer systems

Preferred Qualities:

• Ability to work under pressure and meet strict deadlines
• High ethical standards and decision-making ability
• Problem-solving approach with team accountability

Language:

• English and URDU

Shift:

• Morning (9:00 to 6:30)

Job Type: Full-time

Education:

• Bachelor's (Preferred)

Experience:

• Collection Campaigns: 2 years (Preferred)
• Team lead: 1 year (Required)

Work Location: In person

Job Type: Full-time

Pay: Rs45,000.00 - Rs52,000.00 per month

Work Location: In person