US Collection

1 week 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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