Team Lead - Collection/Customer Service - International Voice Process

Credence Resource Management; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Credence Resource Management is seeking an experienced Team Leader Collections/Customer Service to manage a team of 15-18 agents and drive performance against client goals.

You will coach, monitor quality, conduct weekly reviews, and ensure process compliance while focusing on engagement and skill development. Night shifts may be required to align with client operations.

Qualifications

• Minimum 4 years in the BPO industry with team handling experience.
• Experience managing 15-18 collection agents preferred.
• Strong verbal and written communication skills.
• Knowledge of KRAs, KPIs, performance metrics and reports.
• Willingness to work night shifts.

Responsibilities

• Lead a team of 15-18 collection agents and drive performance.
• Monitor quality and conduct call monitoring sessions daily.
• Conduct weekly performance reviews and create action plans.
• Develop team capabilities and ensure process compliance.
• Manage shrinkage, incentives, and adherence to regulations.
• Provide real-time support and coaching to agents.

Skills

Team Leadership

People Management

Performance Tracking

Coaching

Call Monitoring

Quality Assurance

BPO Operations

KRAs & KPIs

MS Excel

MS PowerPoint

Communication Skills

Night Shift Experience

Education

Any Graduate

Tools

MS Excel

MS PowerPoint

Job description

Job Title: Team Leader Collections/Customer Service

Job Summary:

We are looking for an experienced Team Leader Collections/Customer Service to manage a team of 15-18 collection agents and drive team performance against defined business and client goals. The ideal candidate should have strong experience in BPO operations, collections, people management, performance management, coaching, and process compliance.

Key Responsibilities:

• Manage and lead a team of 15-18 collection agents and drive performance against process and business goals.
• Develop team members' capabilities, business acumen, and overall performance.
• Maintain daily shrinkage below 5%.
• Conduct regular call monitoring and quality checks to ensure compliance and quality standards.
• Complete a minimum of 3 call monitoring sessions per day across BQ and other team members.
• Conduct weekly performance reviews with team members and track action plans.
• Provide real-time support by taking over calls when agents are unable to resolve customer/account-related issues.
• Ensure at least 40% of the team achieves incentive targets.
• Ensure adherence to all company, departmental, legal, and regulatory requirements.
• Implement and follow organizational policies, processes, and procedures.
• Focus on collector upskilling and achievement of program goals.
• Build strong relationships with team members to improve engagement, retention, and tenure.
• Set individual and team targets in line with process requirements and business objectives.
• Identify performance gaps and training needs and develop appropriate coaching and training plans.
• Track and analyze KRAs, KPIs, performance metrics, productivity, quality, and operational reports.
• Ensure effective people and process management while achieving client and business goals.

Candidate Requirements:

• Minimum 1 year of experience as a Team Leader in Collections.
• Candidates with 1+ year of Third-Party Collections/Customer Service, International BPO experience will be preferred.
• Minimum 4 years of experience in the BPO industry.
• Experience managing a team of 15-18 collection agents is preferred.
• Willingness to work in night shifts.
• Strong verbal and written communication skills.
• Good interpersonal and presentation skills.
• Strong people management and process management skills.
• Good knowledge of KRAs, KPIs, performance metrics, and operational reports.
• Good working knowledge of MS Office, especially MS Excel and PowerPoint.
• Should be a fast learner and adaptable to changing business and process requirements.
• Strong focus on team development, performance improvement, and employee engagement.

Educational Qualification:

Any Graduate

Key Skills:

Collections, Third Party Collections, Team Leader, BPO Operations, People Management, Process Management, Performance Management, Team Handling, Call Monitoring, Quality Management, Coaching, Training, KRAs, KPIs, MS Excel, MS PowerPoint, Customer Service, Night Shift

Important Note:

At Credence, we uphold the highest standards of integrity in our recruitment process. We do not charge any fees at any stage of the hiring process. We strictly prohibit any third parties, vendors, or individuals from soliciting money in exchange for job opportunities at Credence.