Team Leader - Operations

Job Title: Team Leader Operations Location: Bhayandar, Mumbai Shift: US Shift (Night Shift) - 5 Days Working Age Limit: 45 Years or Below Education: Any Graduate Share your CV at sharmeen.shaikh@epicentertechnology.com WhatsApp or Call for faster response at + 91 8080980786 About the Role: We are looking for an experienced Team Leader for our 1st Party Soft Collections process. The ideal candidate will have prior leadership experience in the lending industry and international BPO, with strong skills in team management, client handling, and performance monitoring. Key Responsibilities:  Manage day-to-day operations for the collections process  Monitor KPI’s and SLA’s to ensure targets are met  Handle soft collections calls and support the team in difficult cases  Assist in loan application processing and related backend work  Conduct quality audits and ensure adherence to compliance standards  Support onboarding & training of new team members  Generate performance reports and share feedback with management  Work closely with clients and internal stakeholders  Support across multiple queues as needed Requirements:  Experience as a Team Leader in an international BPO (preferred in collections or lending)  Strong leadership, communication, and decision-making skills  Ability to handle conflict resolution, multitask, and adapt to changing needs  Comfortable working in rotational night shifts and with rotational days off  Willing to work in a fast-paced, target-driven environment Job Types: Full-time, Permanent Pay: ₹700,000.00 - ₹900,000.00 per year Benefits: Health insurance Leave encashment Paid sick time Paid time off Provident Fund Schedule: Fixed shift US shift Ability to commute/relocate: Bhayandar, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Experience: US Debt Collection: 5 years (Required) Team Leading - US Debt Collection: 3 years (Required) Language: English Fluently (Required) Work Location: In person Speak with the employer +91 8080980786