Head Call Center (Collections)

Key ResponsibilitiesStrategic & Leadership Lead and oversee the end-to-end telecalling collections operation for early, mid, and late delinquency buckets.Define collection strategies, call flows, escalation matrices, and resolution frameworks aligned with business goals.Drive productivity, efficiency, and recovery rates across all telecalling teams.Operations ManagementManage large telecalling teams (Team Leads, Supervisors, Callers)Monitor call quality, adherence, TATs, and customer experience.Coordinate with field collections, legal, analytics, and credit teams for seamless recovery.Compliance & RiskEnsure full compliance with RBI guidelines, fair practices code, and internal policies.Implement call audits, quality checks, and grievance redressal mechanisms.Handle escalations, sensitive cases, and regulatory complaints effectively.Performance & AnalyticsTrack key MIS metrics such as roll rates, cure rates, bounce recovery, and bucket movement.Use data and analytics to improve dialing strategies, scripts, and allocation logic.Identify process gaps and drive continuous improvement initiatives.Talent & Capability BuildingRecruit, train, and develop team leaders and callers.Conduct regular performance reviews and coaching sessions.Build a strong performance-driven and compliant culture.Key Skills & CompetenciesStrong expertise in telecalling collections for NBFC / BFSIDeep understanding of delinquency management and customer behaviorExcellent people leadership and stakeholder management skillsData-driven decision-making and MIS interpretationStrong knowledge of RBI and collections compliance normsCommunication, negotiation, and conflict-resolution skills

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