Tele Collections Lead

Responsibilities

• Develop and implement daily dialer input strategies to maximize connect rates and collection efficiency across all DPD buckets.
• Analyze dialer performance, including pacing algorithms and filtering criteria, to optimize agent productivity.
• Monitor key metrics such as connect rate, agent utilization, call duration, and conversion rates.
• Oversee collection performance KPIs including recovery rates, roll rates, and cost of collection across regions and segments.
• Provide guidance, coaching, and performance reviews to team leaders and telecallers to achieve collection targets.
• Collaborate with Risk, Business, and Technology teams to align collection strategies and improve processes.

Requirements

• Bachelor's degree in any discipline.
• Minimum of 5 years of experience in telecollections, specifically managing dialer operations and collection metrics.
• Proven experience managing collections across various delinquency buckets (DPD 1 onwards).
• Strong understanding of dialer functionalities, strategies, and best practices.
• Proficiency in MS Excel and data analysis tools to derive actionable insights.
• Strong leadership and team management skills with the ability to motivate large teams.
• Excellent communication, negotiation, and problem-solving skills.

Benefits

• Comprehensive insurance coverage including Medical, Critical Illness, Accidental, and Life Insurance.
• Wellness programs including an Employee Assistance Program and onsite medical center.
• Parental support including maternity, paternity, and adoption assistance.
• Retirement benefits such as Employee PF, Gratuity, and NPS.
• Additional perks including higher education assistance and car lease options.

About the Company

PhonePe is a leading digital payments app in India, serving over 600 million registered users and a network of over 40 million merchants. The company processes over 330 million transactions daily and offers a diverse portfolio including insurance, lending, wealth management, and hyperlocal e-commerce.