Lead Tele Collection - Gurugram (Centre Head)

Lead Tele Collections (Delhi Centre)

Location: Delhi NCR

Experience: 8+ years in collections, with proven experience managing large tele-calling operations

Level: Managerial

About the Role

We are seeking an experienced and dynamic Lead Tele Collections professional to head our Delhi Collection Centre, overseeing a large team of 150–200 collection agents, team leaders, and support staff.

This role is ideal for a leader who has hands-on experience managing end-to-end collections operations via a contact center setup — driving performance, ensuring compliance, and delivering results through people, process, and technology.

You’ll be responsible for building a high-performing collections culture that balances customer empathy with recovery effectiveness while maintaining complete adherence to regulatory and organizational standards.

Key Responsibilities

• Lead and manage the Delhi Tele-Collection Centre with 150–200 agents, team leaders, quality, and support staff.
  
• Own and deliver collection performance metrics (recovery rates, delinquency reduction, roll rates, etc.) across early- and late-stage buckets.
  
• Set and monitor daily/weekly/monthly targets for teams and ensure consistent achievement through performance reviews and analytics.
  
• Drive process excellence — ensure scripts, call flows, and customer handling are compliant, effective, and customer-centric.
  
• Collaborate with analytics, strategy, and product teams to refine collection strategies and improve conversion/recovery.
  
• Ensure regulatory and compliance adherence, including RBI guidelines, fair practices code, and data protection standards.
  
• Implement and optimize dialer management and workflow automation to enhance productivity.
  
• Coach, mentor, and develop team leaders to build a strong second line of leadership.
  
• Track and analyze key performance metrics (productivity, promise-to-pay, roll rate, resolution rates) to drive continuous improvement.
  
• Coordinate with field collections, legal, and customer service teams for integrated recovery efforts.
  

What We’re Looking For

• Education: Graduate or Postgraduate in any discipline.
  
• Experience: Minimum 8–10 years in collection operations, with at least 3–5 years in a leadership role managing a large contact centre (150+ seats).
  
• Proven expertise in tele-collection strategy, people management, and performance improvement.
  
• Strong understanding of RBI collection guidelines and compliance frameworks.
  
• Excellent communication, analytical, and leadership skills.
  
• Hands-on experience with dialer systems (predictive/manual), CRM tools, and collection MIS.
  
• Ability to thrive in a fast-paced, target-driven environment