US Collection

3 weeks ago

Pune, India r3 Consultant Full time

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

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