Head - Call Center Collections - Personal Loans Segment

Job Title: Head - Call Center Collections (Personal Loans)

Location: Mumbai

Looking for a dynamic leader to set up and manage collections call center.

Key Responsibilities:

Call Center Setup & Management:

- Lead the setup of a 90-100 seater internal call center focused on collections for personal loans.

- Identify and onboard external agencies to manage a 50-75 seater outsourced call center setup.

- Define infrastructure, technology, and manpower requirements.

- Coordinate with IT and admin teams for infrastructure, dialer systems, CRMs, and telephony solutions.

Hiring & Team Building:

- Drive recruitment and training of collection agents, team leads, and supervisors.

- Build a strong culture of performance, compliance, and customer-centric collections.

- Develop training modules for new hires and ongoing skill enhancement.

Collection Strategy & Execution:

- Design and implement effective call-based recovery strategies for early and mid-stage delinquencies

- Define daily/monthly targets and KPIs for internal and outsourced teams.

- Optimize resource allocation based on portfolio segmentation and risk scores.

Dialer & Tech Setup:

- Lead the selection and configuration of auto-dialers, predictive dialers, and campaign management tools.

- Integrate dialer systems with loan management and CRM platforms.

- Monitor dialer productivity metrics and optimize for contactability and conversions.

Key Skills:

- 10+ years of experience in collections, with a strong focus on unsecured loans

- Proven experience in setting up and managing call center operations

- Strong knowledge of dialer platforms, call strategy, and vendor management