Team Lead – Collections

Epicenter; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Epicenter in Mumbai invites a dynamic Team Lead - Collections to oversee our international collections team. You will coach, motivate, and develop members while delivering customer-centric outcomes and driving scorecard metrics.

The role emphasizes strengthening operational efficiency, building a high-performance culture, and ensuring process compliance under rotating US shifts in a fast-paced, globally oriented environment.

Qualifications

• Strong experience in international collections.
• Excellent MIS skills; proficiency in MS Word, Excel, Access, and PowerPoint.
• Strong analytical and logical reasoning abilities.
• Excellent interpersonal, verbal, and written communication skills.
• Demonstrated leadership competencies, including ownership, accountability, and proactiveness.
• Minimum Graduate.
• Flexibility to work in rotational US shifts.

Responsibilities

• Plan, monitor, and manage team performance on scorecard metrics.
• Make timely, accurate, and fact-based decisions under pressure.
• Maintain customer experience orientation while ensuring process compliance.
• Coach team members through structured action plans to enhance performance.
• Lead and manage projects within defined timelines and KPIs.
• Foster a high-energy, engaging, and motivating work environment.
• Drive employee engagement, manage attrition, and support ESAT initiatives.
• Build a culture of recognition and high performance.
• Address and resolve employee concerns with urgency, empathy, and accuracy.
• Provide ongoing career development, coaching, and counseling for team members.

Skills

Leadership

Analytical thinking

Communication

Team coaching

Education

Bachelor's degree

Tools

MS Word

MS Excel

PowerPoint

MS Access

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. Here you'll find 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 reason we're trusted 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

We're looking for a dynamic Team Lead - Collections to oversee the performance and
productivity of our international collections team. In this role, you will drive customer-centric outcomes, enhance operational efficiency, and build a high-performance culture.
You will be responsible for coaching, motivating, and developing team members while
ensuring delivery on key scorecard metrics.

Location/Hours

Location: Bhayandar West
Shift: Rotational US Shifts

Job Responsibilities / Expectations

• Plan, monitor, and manage team performance on scorecard metrics with a focus on
  exceeding targets.
• Make timely, accurate, and fact-based decisions under pressure or challenging conditions.
• Maintain a strong orientation toward customer experience while ensuring process
  compliance.
• Coach team members through structured action plans to enhance individual and overall
  team performance.
• Lead and manage assigned projects within defined timelines and KPIs.
• Foster a high-energy, engaging, and motivating work environment.
• Drive employee engagement, manage attrition, and support ESAT initiatives.
• Build a culture of recognition and high performance, ensuring consistent motivation
  across the team.
• Address and resolve employee concerns with urgency, empathy, and accuracy.
• Provide ongoing career development, coaching, and counseling for team members.

Minimum qualifications

• Strong experience in international collections
• Excellent MIS skills; proficiency in MS Word, Excel, Access, and PowerPoint
• Strong analytical and logical reasoning abilities
• Excellent interpersonal, verbal, and written communication skills
• Demonstrated leadership competencies, including ownership, accountability, and
  proactiveness
• Minimum Graduate
• Flexibility to work in rotational US shifts

Desired qualifications

• Prior experience leading collection teams in a fast-paced environment
• Ability to manage high-pressure scenarios and drive team results
• Experience in creating development plans and handling performance management
• Strong capability in team engagement and retention strategies

Why Join Epicenter?

Join an organization that values performance, growth, and people-first leadership. We offer a collaborative work culture, continuous learning opportunities, and a platform to elevate your leadership career. You'll be part of a team that is committed to operational excellence and an exceptional customer experience.