Team Lead

Job Description – Team Leader (Collection 1st Party & Retention)

Location: Sector 30, Gurugram (Work from Office)

Role Summary

We are looking for an experienced Team Leader to manage a team of Collection & Retention Executives, ensuring achievement of collection targets while driving customer retention, service quality, and operational excellence.

Key Responsibilities

• Lead, mentor, and manage a team of Collection & Retention Executives.
• Drive daily, weekly, and monthly collection and retention targets.
• Monitor team performance through KPIs such as collections, productivity, quality, adherence, and customer experience.
• Conduct regular coaching sessions, performance reviews, and feedback discussions.
• Analyze performance data and implement action plans to improve team productivity.
• Ensure compliance with company policies, regulatory guidelines, and process standards.
• Coordinate with Quality, Training, and Operations teams to enhance performance.
• Handle customer escalations and provide timely resolutions.
• Prepare and share MIS reports and operational dashboards.

Eligibility

• Graduate in any discipline.
• 2–5 years of experience in Collections/Retention with at least 1 year as a Team Leader.
• Strong people management and coaching skills.
• Good analytical, communication, and stakeholder management skills.
• Immediate joiners preferred.

Work Schedule: 5 days working, rotational shifts & weekly offs.