The Team Leader is responsible for supervising and guiding a team of collection agents to ensure they meet and exceed performance targets. This role involves monitoring call quality, ensuring adherence to compliance standards, and coaching team members to improve performance and customer interactions. The ideal candidate will have strong leadership, communication, and analytical skills with a proven track record in debt recovery or collections.

Key Responsibilities:

• Supervise daily activities of the collections team to ensure targets (e.g., recovery rates, call quality, customer experience) are met.
• Provide coaching, mentoring, and performance feedback to team members.
• Monitor and evaluate agent performance through call audits and KPI reviews.
• Develop and implement strategies to improve collection rates and reduce delinquency.
• Handle escalated customer cases and resolve disputes professionally.
• Ensure compliance with all relevant laws, regulations, and internal policies.
• Prepare and present performance reports to management.
• Conduct regular team meetings and training sessions.