Project Lead - Telecollections
Core
Lead a team of 25 tele-callers and supervisors to drive resolution and recovery on high-risk delinquent portfolios for 90+ DPD accounts.
Role type
Senior Team Lead - Telecollections
Builds
Collection resolutions, One Time Settlements (OTS), and PTP generation for delinquent accounts
Domain
Financial Services / Debt Recovery
Deliverable
client delivery
Required skills
Team management, negotiation, crisis handling, data analysis (Excel/MIS), compliance with fair practices, CRM/dialer proficiency, training and coaching
Preferred skills
MBA, experience with NPA classification, familiarity with legal escalation workflows
Responsibilities
Manage daily operations of the tele-calling team, design call scripts for hardcore delinquency, monitor key metrics like PTP conversion, identify and route fraud or hardship cases, conduct call audits for compliance, coordinate with field agents, track settlement approvals, drive agent motivation through incentives, prepare MIS dashboards for management, ensure accurate CRM logging, and handle high-severity escalations.
