Hiring for Team Lead – US 1st Party Collections
Position: Team Lead – US 1st Party Collections
Location: Gurugram
Shift: US Night Shift (Rotational)
Role Overview:
Looking for an experienced Team Lead to manage a team of 15–20 collections agents handling US 1st Party Collections. The role involves driving recovery targets, coaching team members, managing escalations, ensuring compliance with US collection regulations, and improving overall team performance.
Key Responsibilities
- Lead and manage a team of Collections Associates.
- Achieve recovery and collections targets (PTP, RPC, Recovery Rate).
- Conduct coaching sessions, performance reviews, and feedback.
- Handle customer payment escalations and settlement approvals.
- Ensure compliance with FDCPA, TCPA, and US collections regulations.
- Monitor attendance, productivity, and quality metrics.
- Work closely with QA and Operations to improve team performance.
Required Experience
- 4–6 years of experience in International BPO, preferably US Collections/Financial Services.
- 1.5–2 years of experience as a Team Lead/People Manager in a US Collections process.
- Excellent verbal and written English communication.
- Willingness to work US night shifts.
- Experience in US 1st Party Collections.
- Knowledge of FDCPA and TCPA compliance.
- Hands-on experience with Genesys, Avaya, Five9, or similar dialer platforms.
- CRM experience with Salesforce or Zendesk.
- Strong MS Excel skills (Pivot Tables, VLOOKUP).
- Good leadership, coaching, negotiation, and stakeholder management skills.
