Team leader -collection / retention domains

Job Description – Team Lead (Collection 1st Part & Retention)Position Details Designation: Team Lead – Collection 1st Part & Retention
Location: Gurugram
Industry: International BPO
Process: Collection 1st Part & Retention
Employment Type: Full-Time
Work Mode: Work From Office
Working Days: 5 Days Working
Shift: Rotational Night Shifts (International Process)
CTC: Up to ₹7 LPA
Job Summary We are seeking a dynamic, results-oriented, and experienced Team Lead to manage and drive performance within the Collection & Retention process. The ideal candidate should possess strong leadership capabilities, proven team management experience, and a successful track record of delivering operational excellence in an International BPO environment.
The role requires an individual who can effectively lead a team, drive collection and retention performance, manage client expectations, and ensure adherence to quality and compliance standards while maintaining high levels of employee engagement and productivity.
Key Responsibilities Lead, mentor, coach, and manage a team of Collection & Retention Executives.
Drive team performance to achieve collection, retention, quality, and productivity targets.
Monitor daily productivity, attendance, schedule adherence, and operational KPIs.
Conduct regular team huddles, one-on-one coaching sessions, and performance reviews.
Handle customer and process escalations, ensuring timely resolution.
Analyze operational reports and identify opportunities for performance improvement.
Prepare and maintain MIS reports, dashboards, and performance trackers.
Ensure compliance with client requirements, company policies, and operational guidelines.
Collaborate with Quality, Training, Workforce Management, and Operations teams to improve overall performance.
Support employee engagement, retention, and development initiatives.
Foster a positive, high-performance, and customer-centric work environment.
Desired Candidate Profile Experience Minimum 2–4 years of experience in Collection & Retention Operations.
Minimum 1 year of experience as a Team Lead handling a team in an International BPO environment.
Candidate must currently belong to the BPO Industry.
Prior experience in International Collection and Retention Processes is mandatory.
Proven experience managing team performance, productivity, and quality metrics.
Experience handling customer escalations and stakeholder management.
Skills & Competencies Strong leadership, coaching, and people management skills.
Excellent communication and interpersonal abilities.
Strong analytical and problem-solving capabilities.
Good understanding of operational KPIs, SLA management, and performance reporting.
Proficiency in MS Excel, reporting tools, and dashboard management.
Ability to work effectively in a fast-paced, target-driven environment.
Strong decision-making and stakeholder management skills.
Mandatory Hiring Criteria Experience in Collection & Retention Process is mandatory.
Candidate must belong to the BPO Industry.
International BPO experience is mandatory.
Team Handling experience is mandatory.
Candidate must be comfortable working in rotational night shifts.
Work From Office role based in Gurugram (Sector 30).
Immediate Joiners preferred.
Compensation & Benefits Annual CTC: Up to ₹7 LPA
Performance-Based Incentives
Provident Fund (PF)
Employee State Insurance (ESIC)
Both-Side Cab Facility
Medical Insurance Coverage
Career Growth Opportunities
Contact Details: (Rohit) (Palak)