Team Leader - Collection

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Job Summary:

Team Lead

Key Responsibilities:

• Manage day-to-day operations of a team of collection agents handling US-based clients
• Ensure team meets/exceeds daily, weekly, and monthly collection targets and KPIs
• Monitor calls for quality assurance and provide feedback and coaching to improve performance
• Work closely with QA, Training, and Operations to ensure compliance and effectiveness
• Generate and analyze daily/weekly/monthly reports to track team performance
• Handle escalations, resolve issues, and maintain high agent morale
• Ensure 100% adherence to compliance standards including FDCPA and client-specific rules
• Coordinate with HR and recruitment teams for hiring, onboarding, and retention
• Conduct performance appraisals and manage PIP (Performance Improvement Plans) when needed

Requirements:

• Minimum 4-6 years of experience in US collections (first-party or third-party)
• At least 1-2 years of experience as a Team Lead or Supervisor in a US collections environment
• Excellent leadership, communication, and interpersonal skills
• Strong analytical and reporting abilities
• Hands-on experience with collection tools and dialers (e.g., Aspect, Avaya, NICE, etc.)
• Working knowledge of FDCPA and other relevant compliance regulations
• Willingness to work in US shifts (night shift)
• Based in Pune or willing to relocate immediately

Nice to Have:

• Experience in healthcare or financial services collections
• Familiarity with Salesforce, Zoho, or similar CRMs
• Six Sigma or other process improvement certifications

Perks & Benefits:

• Competitive salary up to ₹11 LPA
• Night shift allowances
• Performance-based incentives
• Health insurance and wellness benefits
• Fast-track growth opportunities