Telecalling Collections Site Lead

About PhonePe Limited :

Headquartered in India its flagship product the PhonePe digital payments app was launched in Aug 2016. As of April 2025 PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40 million) merchants. PhonePe also processes over 33 Crore (330 Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore.

PhonePes portfolio of businesses includes the distribution of financial products (InsuranceLending and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in Indiawhich are aligned with the companys vision to offer every Indian an equal opportunity toaccelerate their progress by unlocking the flow of money and access to services.

Culture :

At PhonePe we go the extra mile to make sure you can bring your best self to work Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here you own your work from start to finish right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If youre excited by the idea of building platforms that touch millions ideating with some of the best minds in the country and executing on your dreams with purpose and speed join us!

Job Summary :

We are seeking a highly motivated and results-oriented Telecalling Collections Site Leadto lead our telecalling collection efforts for accounts falling under DPD 1 to Recovery . This role will be pivotal in optimizing our dialer strategy driving collection efficiency and ensuring the achievement of collection targets across various buckets regions campaigns segments and individual accounts. The ideal candidate will possess strong analytical skills clear understanding of dialer functionalities and collection processes and proven experience in managing and motivating telecalling teams.

Key Responsibilities :

Dialer Management & Strategy :

Develop and implement daily dialer input strategies to maximize connect rates and collection efficiency for all DPD buckets (1 to infinity).

• Continuously analyze dialer performance and make necessary adjustments to calling lists pacing algorithms and filtering criteria.
• Collaborate with relevant teams to optimize dialer configurations and ensure seamless integration with collection systems.
• Identify and implement best practices for dialer utilization to improve agent productivity and collection outcomes.

Dialer Metrics Tracking & Analysis :

Establish and monitor key dialer metrics such as connect rate agent utilization call duration and conversion rates on a daily basis.

Collection Metrics Management & Reporting :

Oversee and manage collection performance metrics across different levels including DPD buckets (1 to infinity) regions campaigns segments and individual accounts.

Team Management & Performance :

Provide guidance coaching and support to team leaders and telecallers to enhance their performance and achieve collection targets.

Stakeholder Collaboration :

Work closely with other departments such as the Centralized collection teamBusiness Risk and Technology to align collection strategies and processes.

Qualifications & Experience :

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

Our inclusive culture promotes individual expression creativity innovation and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity ideas and debates where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender sexual preference religion race color or disability. If you have a disability or special need that requires assistance or reasonable accommodation during the application and hiring process including support for the interview or onboarding process please fill out this form.

Read more about PhonePe on our blog .

Life at PhonePe

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Key Skills

Administrative Skills,Facilities Management,Biotechnology,Creative Production,Design And Estimation,Architecture

Employment Type : Full Time

Experience : years

Vacancy : 1