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Collections floor

Team Leader, Telecalling

Run a pod of 12 to 15 callers on the platform: queues, dispositions, breaks, QA samples and the day's numbers, with complaints as the metric you are judged on as much as cures.

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Cities
Chennai, Pune, Noida
Type
Full-time · 4 to 8 years
Hours
Day shift, six days
Languages
English and Hindi
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Posted

The role

What you would be doing

You own a pod's output and conduct. The platform gives you live queues, break tracking, QA sampling and per-caller analytics; you give it a team that hits resolution targets without a single complaint that survives an audit.

  • Plan the pod's day: queue allocation, calling windows, break coverage, capacity for warm transfers.
  • Review QA samples daily; coach on disposition quality and conduct, not just talk time.
  • Escalate settlements, disputes and hardship cases per the lender's matrix.
  • Report the pod's connects, promises, cures and complaint rate to the site manager.
  • Run refresher training on RBI conduct expectations every cycle.

You

What we need from you

  • Four years in collections telecalling, at least two leading a team.
  • Working knowledge of RBI Fair Practices, DLT, and what an auditor asks for.
  • Fluent Hindi and English; Tamil for Chennai, Marathi for Pune.
  • Police Clearance Certificate before joining; we arrange and pay for IIBF DRA certification if you do not already hold it.

Good to have

  • Experience running a floor on a dialer with queues and QA sampling.
  • Exposure to AI-assisted or hybrid floors.

Compensation and terms

Stated in the offer, in writing, with location, hours, certification and screening requirements. Where a role needs DRA certification we arrange and pay for it; a Police Clearance Certificate is required before joining floor and field roles.

Apply

Team Leader, Telecalling

We use these details to consider you for this role and for nothing else. Applications are kept for six months and then deleted; ask sooner and it is deleted sooner, per the DPDP Act.

How we hire

Four steps, no portal

The same process for every role: a five-minute form, a conversation with the person you would work for, a working session, and an offer with the details in it.

  1. 01

    Apply below

    The form takes five minutes. A CV link and a few lines on what you would do first.

  2. 02

    A conversation

    Thirty minutes with the person you would work for, about the work, within five working days.

  3. 03

    A working session

    A scored practice call for the floor and field; a bounded problem for engineering and analysis; a strategy note for portfolio roles.

  4. 04

    An offer in writing

    Compensation, location, hours, certification and screening requirements, before you decide.

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