Soft Bucket Collection Tele-Calling Floor Manager

Company: Kogta
Apply for the Soft Bucket Collection Tele-Calling Floor Manager
Location: Jaipur
Job Description:

Job Description

Key Responsibilities

1. Portfolio & Bucket Management

  • Manage soft delinquency buckets (0–30, 31–60 DPD).
  • Drive roll-back performance and reduce roll-forward rates.
  • Monitor daily resolution and collection efficiency.
  • Strategize calling patterns based on customer risk profiling.
  • Ensure maximum resolution before accounts move to hard bucket.

    • 2. Team Leadership & Floor Management

  • Lead and supervise tele-collection Team leaders/executives.
  • Allocate portfolios and targets bucket-wise.
  • Conduct daily morning huddles and performance reviews.
  • Track individual productivity (Calls, RPC, PTP, Conversion).
  • Coach team members on negotiation and objection handling.

    • 3. Target Achievement

  • Ensure monthly collection targets are achieved.
  • Improve PTP kept rate and resolution ratio.
  • Optimize dialer strategy and call connect rates.
  • Focus on first-time delinquent (FTD) customers to avoid future NPA.

    • 4. Compliance & Quality Control

  • Ensure adherence to RBI collection guidelines and fair practices code.
  • Monitor call audits for compliance and quality.
  • Avoid customer harassment and ensure ethical recovery practices.
  • Handle escalations and customer grievances.

    • 5. MIS & Reporting

  • Prepare daily, weekly, and monthly bucket-wise MIS reports.
  • Track KPIs such as: Collection Efficiency (CE%) Roll-back % Roll-forward % PTP Conversion & Kept % RPC (Right Party Contact)
  • Share performance analysis with senior management.

    • 6. Process Improvement & Strategy

  • Identify gaps in early-stage collection strategy.
  • Suggest improvements in dialer campaigns.
  • Coordinate with Risk, Credit, and Field teams.
  • Implement preventive collection strategies for repeat delinquents.

    • Required Skills

  • Strong leadership and team handling skills.
  • Knowledge of NBFC soft bucket collection process.
  • Good understanding of delinquency management.
  • Excellent negotiation and communication skills.
  • Strong analytical ability and Excel proficiency.
  • Understanding of RBI compliance norms.

    • Qualifications

  • Graduate (MBA preferred).
  • 4–7 years of experience in NBFC/BFSI collections.
  • Minimum 2–3 years in soft bucket team handling role.

    • Key KPIs

  • Soft Bucket Collection Efficiency %
  • Roll-back Improvement %
  • Roll-forward Control %
  • PTP Kept %
  • Team Productivity
  • Compliance Score

    • …

    Posted: February 15th, 2026

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