Collections Team Lead

About the role

The Collections Team Lead will oversee a B2B collections team operating in a 24x7 contact‑centre environment. You will be responsible for ensuring daily business‑as‑usual activities run smoothly while meeting client‑defined KPIs and service level agreements.

Key responsibilities

• Manage day‑to‑day operations of the collections team, including shift scheduling and attendance.
• Monitor and improve collections and dispute‑management performance against KPIs and SLAs.
• Provide coaching, training, and quality feedback to team members.
• Prepare weekly and monthly performance decks highlighting achievements, gaps, and action plans.
• Communicate with internal and external stakeholders to resolve issues and drive process improvements.
• Handle outlier agent support, shrinkage, and attrition management.
• Execute specific collections tasks assigned by the client and ensure client expectations are met.

Required profile

• 5‑7 years of experience in a contact‑centre B2B collections environment.
• Previous experience in a team‑lead or supervisory role.
• Strong analytical and problem‑solving abilities.
• Excellent verbal and written communication skills for NA‑region customers.
• Willingness to work rotational night shifts as required.

Required skills

• Advanced Excel (VLOOKUP, pivot tables)