Head - Contact Centre (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 Management- Manage 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 & Risk- Ensure 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 & Analytics- Track 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 Building- Recruit, train, and develop team leaders and callers. - Conduct regular performance reviews and coaching sessions. - Build a strong performance-driven and compliant culture.Key Skills & Competencies- Strong expertise in telecalling collections for NBFC / BFSI - Deep understanding of delinquency management and customer behavior - Excellent people leadership and stakeholder management skills - Data-driven decision-making and MIS interpretation - Strong knowledge of RBI and collections compliance norms - Communication, negotiation, and conflict-resolution skills

Apply Now