AM Collections

TP; Thane; On-site; INR 720,000 - 880,000; Full time

Job summary

TP in Thane is seeking an Assistant Manager - Collections to lead end-to-end collection operations and a volume team, driving targets and ensuring quality. Immediate joiners preferred, with 6-day weeks and day shifts.

The role requires a Graduate with 4+ years in BPO collections (intl/domestic) and 1.5+ years as AM/Sr. TL handling 50+ FTE, plus experience with Ameyo/Avaya/Five9 and CRM tools.

Qualifications

• 4+ years in BPO Collections (Intl/ Domestic).
• 1.5+ years as AM/Sr. Team Lead with 50+ FTE.
• Experience with dialers Ameyo/Avaya/Five9 and CRM tools.
• Strong people management and client handling skills.
• Experience managing volume teams and attrition.

Responsibilities

• Manage end-to-end collection operations (Pre-due to 90+ DPD).
• Lead a team of Team Leaders and Executives (Volume team).
• Drive daily/weekly/monthly collection targets, recovery rates and roll-forward rates.
• Conduct daily huddles and performance reviews.
• Ensure adherence to client SOPs and RBI/ FDCPA policies.

Skills

BPO Collections

People management

Team leadership

Negotiation

Education

Graduate

Tools

Ameyo

Avaya

Five9

CRM tools

Job description

We are actively hiring for AM Collections - Thane!!!

Job Title: Assistant Manager - Collections

Location: Thane

Qualification: Graduate in any discipline

Salary: Up to [8 LPA] Max

Shifts: General Shifts (Day Shift)

[6 days working with 1 week off]

Immediate Joiners Preferred

Team & Operations Management

• Manage end-to-end collection operations - Pre-due, Early Bucket (0-90 DPD), Late Bucket (90+ DPD)
• Manage a team of Team Leaders and Collection Executives (Volume team)
• Drive daily/weekly/monthly collection targets, recovery rates and roll-forward rates
• Conduct daily huddles, performance reviews, and shift briefings

Performance & Client Management

• Track KPIs: Collection Efficiency, PTP Conversion, RPC, Right Party Connect, AHT, Quality Score
• Prepare and present MIS, Dashboards, and DRR (Daily Review Report) to Senior Management & Client
• Handle client calls, audits and ensure adherence to client SOPs
• Identify process gaps and drive continuous improvement initiatives

Compliance & Quality

• Ensure 100% compliance with collection policies, DRA certification, and regulatory guidelines (RBI, FDCPA for US)
• Monitor call quality, ensure zero tolerance for misconduct, abusive language
• Drive refresher trainings on collection scripts, negotiation skills and compliance.

Desired Candidate Profile

• 4+ years of experience in BPO Collections (International / Domestic)
• Minimum 1.5+ years' experience as AM / Sr. Team Lead handling 50+ FTE
• Strong knowledge of Dialer (Ameyo, Avaya, Five9), CRM and Collections Tools
• Excellent people management, client handling and negotiation skills
• Must have handled volume team & attrition management.