Team Leader - Collections Account

Key Responsibilities:

• Own and drive the team's daily, weekly, and monthly collections KPIs — PTP rate, liquidation, RPC, QA scores, AHT, and adherence.
• Conduct real-time performance monitoring throughout each shift, providing in-the-moment guidance to associates on productivity and quality.
• Review individual and team performance scorecards regularly and initiate corrective action plans (CAPs) for underperforming associates.
• Analyze performance trends across the team and implement targeted interventions to address root causes of KPI gaps.
• Prepare and present team performance reports to the Operations Manager on a daily, weekly, and monthly cadence.
• Conduct structured one-on-one coaching sessions with each associate at a minimum bi-weekly frequency, using call recordings and data as inputs.
• Build individual development plans for associates identifying strengths, improvement areas, and career growth pathways.
• Facilitate Performance Improvement Plans (PIPs) for associates at risk, in collaboration with HR and the Operations Manager.
• Recognize and reward top performers through nomination for incentive programs, awards, and internal promotion endorsement.
• Monitor real-time process performance, daily productivity, and service level adherence throughout the shift.
• Act as the first point of escalation for complex customer situations, regulatory complaints, and sensitive account handling beyond SME authority.
• Ensure all team members adhere to client SOPs, call handling protocols, and compliance requirements at all times.
• Represent the team in weekly or bi-weekly client operations review calls, providing performance updates and action plans.
• Monitor compliance adherence across all team members - zero tolerance for policy / control violations, data privacy breaches, or unauthorized account adjustments.
• Identify compliance or conduct risks early and escalate to the Operations Manager or Compliance team proactively.
• Monitor team attrition closely identify early warning signs of disengagement and intervene with proactive retention measures.
• Report attrition risk and headcount pipeline status to the Operations Manager on a regular basis.
• Maintain accurate and up-to-date team trackers, performance dashboards, and compliance logs.
• Identify operational inefficiencies and recommend process improvements to the Operations Manager.
• Lead or contribute to cross-team projects, process standardization efforts, and client-initiated improvement programs.
• Support the Operations Manager in preparing business review decks, governance reports, and capacity planning inputs.

Qualifications & Requirements

• Bachelor's degree in business administration, Finance, Communication, or a related field preferred.
• Post-graduate studies or management certifications (e.g., Six Sigma /Green Belt, AI, RPA supervisory development programs) are an advantage.
• Minimum 5 years of BPO experience with at least 3 years in a collections-specific role.
• At least 1–2 years in a senior individual contributor, floor support, or acting supervisory capacity (SME, Senior PE, Acting TL, or equivalent).
• Demonstrated experience managing or mentoring a group of associates.
• Proven consistent track record of top-tier KPI performance across tenure in collections.
• Prior exposure to client-facing interactions, operations reporting, or performance governance preferred.