Job Title : US Collection - Team lead
Location : Pune Hinjewadi - onsite
Shift Timings : us shift
Budget- 10-11lpa
Joining: Immediate Joiner Preferred
Job Summary:
We are seeking a dynamic and experienced
Team Lead to oversee our
US Collections team in Pune. The ideal candidate will have a proven track record in managing high-performing teams in a third-party or first-party US collections process, with a deep understanding of FDCPA regulations and client SLAs. This is a leadership role requiring strong operational oversight, team management, and performance delivery in a fast-paced environment.
Key Responsibilities:
- Manage day-to-day operations of a team of collection agents handling US-based clients
- Ensure team meets/exceeds daily, weekly, and monthly collection targets and KPIs
- Monitor calls for quality assurance and provide feedback and coaching to improve performance
- Work closely with QA, Training, and Operations to ensure compliance and effectiveness
- Generate and analyze daily/weekly/monthly reports to track team performance
- Handle escalations, resolve issues, and maintain high agent morale
- Ensure 100% adherence to compliance standards including FDCPA and client-specific rules
- Coordinate with HR and recruitment teams for hiring, onboarding, and retention
- Conduct performance appraisals and manage PIP (Performance Improvement Plans) when needed
Requirements:
- Minimum 4-6 years of experience in US collections (first-party or third-party)
- At least 1-2 years of experience as a Team Lead or Supervisor in a US collections environment
- Excellent leadership, communication, and interpersonal skills
- Strong analytical and reporting abilities
- Hands-on experience with collection tools and dialers (e.g., Aspect, Avaya, NICE, etc.)
- Working knowledge of FDCPA and other relevant compliance regulations
- Willingness to work in US shifts (night shift)
- Based in Pune or willing to relocate immediately
Nice to Have:
- Experience in healthcare or financial services collections
- Familiarity with Salesforce, Zoho, or similar CRMs
- Six Sigma or other process improvement certifications
Perks & Benefits:
- Night shift allowances
- Performance-based incentives
- Health insurance and wellness benefits
- Fast-track growth opportunities
