Key Responsibilities
People Management
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Lead and manage a team of agents, providing coaching, feedback, and continuous development.
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Conduct regular 1:1s, performance reviews, and development planning.
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Manage scheduling, adherence, and attendance to meet campaign needs.
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Promote a positive, collaborative, and performance‑driven team culture.
Operational Performance
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Drive performance across key metrics including collections yield, PTP conversions, call quality, and CSAT.
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Review and interpret performance dashboards to identify trends and opportunities.
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Support escalations and resolve complex customer queries.
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Ensure consistent application of collections strategies, negotiation techniques, and customer support processes.
Quality & Compliance
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Ensure team adherence to collections regulations, customer protection guidelines, and data privacy requirements.
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Complete quality assessments and deliver structured feedback.
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Proactively identify compliance risks and correct behaviors quickly.
Coaching, Training & Facilitation
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Deliver regular coaching sessions, huddles, and skills‑development exercises.
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Facilitate team workshops and training interventions to improve capability and performance.
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Share best practices and reinforce high‑quality customer interactions.
Reporting & Communication
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Prepare and deliver performance reports to managers and stakeholders.
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Communicate operational updates, process changes, and campaign objectives clearly.
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Maintain accurate records of team performance, compliance issues, and development activities.
Key Skills & Competencies
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1–2 years of experience in collections, customer service, or a related leadership role
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Strong leadership and people management ability
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Excellent written and verbal communication
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Ability to facilitate sessions, workshops, and small group training
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Analytical and data‑driven problem‑solving ability
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Negotiation, conflict resolution, and customer‑centric decision‑making
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High emotional intelligence and resilience
Performance Metrics (KPIs)
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Collections yield and payments secured
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PTP (Promise-to-Pay) conversion rates
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Call quality audit scores
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CSAT and customer sentiment
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AHT and schedule adherence
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Attendance and retention
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Compliance audit scores
