Assistant Manager – U.S. Collections

Epicenter; Bhayandar Wada; On-site; INR 600,000 - 900,000; Full time

Job summary

Epicenter, a leading technology and BPM company, invites an Assistant Manager – U.S. Collections to join our Mumbai area operations.

You will oversee Team Leaders and their collection teams, drive daily performance, ensure operational excellence, and maintain strict compliance with FDCPA/CFPB guidelines. You will lead daily huddles, reviews, and calibration sessions, analyze dashboards, coach agents, and coordinate with Quality and Workforce teams to maintain staffing readiness and strong client

Qualifications

• Must be a Graduate in any field.
• Strong leadership and coaching abilities.
• Experience in collections or contact-center operations is a plus.

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

People management

Coaching

Analytical mindset

Education

Graduate in any field

Job description

About Epicenter

For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Hereyou'llfind a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reasonwe'retrusted by global clients.

Ready to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.

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.
  

Why Join Epicenter?

We believe in investing in our people. At Epicenter,you'llhave the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India.We’realso the proud recipient of the “Best Customer Service Provider” award for nine consecutive years.

Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.