Tele Collections Lead

Responsibilities

• Develop and implement daily dialer input strategies to maximize connect rates and collection efficiency
• Analyze dialer performance and adjust calling lists, pacing algorithms, and filtering criteria
• Monitor key dialer metrics including connect rate, agent utilization, and conversion rates
• Oversee collection performance metrics across DPD buckets, regions, and campaigns
• Maintain tracking mechanisms for collection rate, recovery rate, and roll rates
• Provide guidance, coaching, and support to team leaders and telecallers
• Collaborate with Business, Risk, and Technology departments to align collection strategies

Requirements

• Bachelor's degree in any discipline
• Minimum 5 years of experience in telecollections
• Significant experience managing dialer operations and collection metrics
• Proven experience managing collections across various delinquency buckets (DPD 1 onwards)
• Strong understanding of dialer functionalities and best practices
• Proficiency in MS Excel and data analysis tools
• Strong leadership and team management skills
• Excellent communication and negotiation skills

Benefits

• Medical, Critical Illness, Accidental, and Life Insurance
• Wellness programs including Employee Assistance Program and Onsite Medical Center
• Parental support including Maternity, Paternity, and Adoption assistance
• Mobility benefits including relocation and travel support
• Retirement benefits including PF, Gratuity, and NPS
• Higher Education Assistance and Car Lease options

About the Company

PhonePe is a leading digital payments platform in India with over 600 million registered users. The company offers a wide portfolio of financial products including insurance, lending, and wealth management services.