Team Leader / Inbound Credit card Collection/International Process

Hiresquad; Bengaluru; On-site; INR 900,000 - 1,100,000; Full time

Job summary

Hiresquad Bengaluru is seeking a Team Leader for inbound credit card collections to lead and coach a high-performance team. The role requires 5+ years in international BPO collections and at least 1 year in a team leadership position.

The candidate will monitor metrics such as AHT, CSAT, FCR, SLA, NPS, shrinkage, and attrition while ensuring compliance and customer satisfaction across 24/7 shifts.

Qualifications

• 5+ years of experience in International BPO Inbound Credit Card Collections.
• At least 1 year of experience as a Team Leader.
• Strong understanding of operational metrics including AHT, CSAT, FCR, SLA, NPS, Shrinkage, and Attrition.
• Graduate (Mandatory).

Responsibilities

• Lead, coach, and motivate the team to achieve quality, productivity, SLA, and KPI targets.
• Monitor team performance, provide regular feedback, and implement performance improvement plans.
• Handle customer escalations and ensure high customer satisfaction.
• Manage attendance, adherence, and overall team performance.
• Analyze operational metrics and attrition trends; drive productivity and retention initiatives.
• Ensure compliance with company policies and process guidelines.
• Foster a positive, collaborative, and high-performance team culture.

Skills

Team Leadership

Inbound Collections

Credit Card

Performance Metrics

Education

Graduate

Job description

Leading BPO | Hiring Team Leader Inbound Credit Card Collections Process

Location: Bengaluru
Role: Team Leader US Customer Service Process (Healthcare)
On-Paper Designation: Assistant Manager
CTC: Up to 10LPA
Shifts: 247 Rotational Shifts

Role Highlights

• Minimum 5+ years of experience in International BPO Inbound Credit card Collections Process


• At least 1 year of experience as a Team Leader handling an Inbound Credit Card Collections Process


• Strong understanding of operational metrics including AHT, CSAT, FCR, SLA, NPS, Shrinkage, and Attrition.


• Excellent verbal and written communication skills.


• Graduate (Mandatory).

Key Responsibilities

• Lead, coach, and motivate the team to achieve quality, productivity, SLA, and KPI targets.


• Monitor team performance, provide regular feedback, and implement performance improvement plans.


• Handle customer escalations and ensure high customer satisfaction.


• Manage attendance, adherence, and overall team performance.


• Analyze operational metrics and attrition trends; drive productivity and retention initiatives.


• Ensure compliance with company policies and process guidelines.


• Foster a positive, collaborative, and high-performance team culture.

Candidate Profile

• Graduate (Mandatory).


• 5+ years of experience in Inbound Credit Card Collections including at least 1 year as a Team Leader in an International Inbound Credit Card Collections Process


• Excellent communication, people management, coaching, analytical, and problem-solving skills.


• Ability to multitask, achieve operational targets, and work in 247 rotational shifts.