Collection Team Leader

About Cityfurnish

Cityfurnish - Commitment-free furniture rentals for a better you!

The role

We are looking for a Collection Team leader to oversee a team responsible for recovering outstanding payments, achieving monthly targets, ensuring regulatory compliance, and maintaining strong customer relations. This role blends leadership, strategy, and hands-on recovery operations.**Key Responsibilities**1. Target Achievement & Strategy * Drive B2C collections to meet/exceed monthly recovery goals; analyze performance metrics (e.g., Collection Efficiency, bucket resolution) and execute correct actions * Develop effective collection strategies for different account segments.2\. Team Leadership & Coaching* Lead and mentor collection agents; conduct 1:1s, team meetings, performance reviews and training sessions.* Monitor attrition and shrinkage; implement retention and contingency plans.3\. Customer Accounts & Recovery* Manage escalations, sensitive cases, and high-risk accounts, including negotiation of payment plans and settlements4\. Reporting & Analytics* Track KPIs: calls made, aging buckets, attrition/shrinkage rates, customer satisfaction.* Deliver regular operational reports, root cause analyses, and improvement plans.4\. Compliance, Audit & Documentation* Ensure full adherence to internal policies, legal/regulatory frameworks, and audit standards.5\. Process & Operational Excellence* Identify and implement process improvements, new tools or technologies to enhance efficiency and reduce costs.* Share knowledge and best practices with cross-functional teams.**Required Skills & Competencies**Functional* 3-4 years in a collection role, minimum 1-2 years in leadership.* Strong negotiation, communication, and conflict-resolution abilities .* Resilience under pressure; manages ambiguity in complex/dynamic environments.**Qualifications*** Bachelors degree in business, finance, or related field preferred; equivalent experience may qualify .**Key Performance Metrics*** Monthly & cumulative collections vs targets.* Reduction in delinquency aging* Team attrition and shrinkage control.* Compliance and call-quality audit scores.* Customer satisfaction and dispute resolution rates.