Concentrix
Bangalore, Karnataka, India Posted 6d ago
Concentrix is hiring a Team Leader – Collections to lead and manage a team of collection agents, achieve recovery targets, ensure regulatory compliance, and maintain high-quality customer interactions.
The role involves monitoring key performance indicators such as Promise-to-Pay (PTP) conversion, Right Party Contact (RPC), recovery rate, and Average Handling Time (AHT). Responsibilities include coaching agents, conducting performance reviews, analyzing KPI trends, preparing management reports, and implementing strategies to improve team performance.
The Team Leader will collaborate with Quality and Training teams, ensure compliance with client service-level agreements (SLAs), handle escalated customer queries, identify training needs, manage performance improvement plans, and escalate unresolved issues to the Operations Manager.
Minimum 3–5 years of experience in collections.
At least 1 year of experience leading a team of collection agents.
Graduate in any discipline; a bachelor's degree is preferred.
Strong leadership and people management skills.
Excellent communication, negotiation, and interpersonal skills.
Knowledge of collections processes and regulatory compliance.
Ability to monitor recovery rates, PTP conversion, RPC, and call quality.
Proficiency in Microsoft Excel and reporting tools.
Experience in KPI monitoring, performance management, and reporting.
Ability to coach agents and improve team productivity.
Ability to manage escalations and resolve customer-related issues.
Understanding of client SLAs, compliance requirements, and quality standards.
Ability to identify training opportunities and manage performance improvement cases.
English language proficiency.
