Assistant Manager- Debt collections

Epicenter; Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Epicenter is seeking an Assistant Manager U.S. Collections in Mumbai to oversee Team Leaders and their teams, driving performance and ensuring compliance with applicable guidelines.

This hands-on role requires strong leadership, process discipline, and an analytical mindset to enhance recovery outcomes and strengthen client relations.

Qualifications

• Graduate in any field.

Responsibilities

• Oversee daily operations of Team Leaders/Team Members to ensure achievement of collection targets and compliance KPIs.
• Monitor live floor activity, call audits, and system notes to validate adherence to FDCPA/CFPB guidelines and client requirements.
• Conduct daily huddles, performance reviews, and calibration sessions with Team Leaders/Team Members to align expectations and corrective actions.
• Analyze team performance dashboards, identify trends, and implement action plans to improve call quality, conversion rates, and efficiency.
• Drive coaching, refresher training, and continuous feedback loops to strengthen agent capability.
• Ensure accurate reporting, documentation, and maintenance of SLA standards across all teams.
• Collaborate with Quality, Training, and Workforce teams to maintain staffing readiness and process consistency.

Skills

Leadership

Process discipline

Analytical mindset

Education

Graduate in any field

Job description

About the job

The Assistant Manager U.S. Collections will oversee Team Leaders and their collection teams to drive daily performance, ensure operational excellence, and maintain strict compliance.

This is a hands-on operational role requiring strong leadership, process discipline, and an analytical mindset to enhance team performance, recovery outcomes and building strong client relations.

Location/Hours

Location: Bhayandar West
Hours: Any 9 hours between 8am EST - 8pm PST

Job responsibilities/expectations

• Oversee daily operations of Team Leaders/Team Members to ensure achievement of collection targets and compliance KPIs.
• Monitor live floor activity, call audits, and system notes to validate adherence to FDCPA/CFPB guidelines and client requirements.
• Conduct daily huddles, performance reviews, and calibration sessions with Team Leaders/Team Members to align expectations and corrective actions.
• Analyze team performance dashboards, identify trends, and implement action plans to improve call quality, conversion rates, and efficiency.
• Drive coaching, refresher training, and continuous feedback loops to strengthen agent capability.
• Ensure accurate reporting, documentation, and maintenance of SLA standards across all teams.
• Collaborate with Quality, Training, and Workforce teams to maintain staffing readiness and process consistency.

Minimum qualifications

• Should be a Graduate in any field.

Desired qualifications

• Should be a Graduate in any field