Team Leader – Collections Operations

About the role

The Collections Team Leader will drive daily, weekly and monthly performance of a BPO collections team. You will monitor key KPIs, coach associates, and ensure compliance with client SOPs while acting as the primary escalation point for complex cases.

Key responsibilities

• Own and improve collections KPIs such as PTP rate, liquidation, RPC, QA scores, AHT and adherence.
• Conduct real‑time performance monitoring and provide on‑the‑spot guidance.
• Review scorecards, initiate corrective action plans and develop individual development plans.
• Facilitate performance improvement plans in partnership with HR and Operations Management.
• Recognize top performers and nominate them for incentives and promotions.
• Ensure strict adherence to compliance, data privacy and client SOPs.
• Represent the team in client operations review calls and prepare performance reports.
• Track attrition risk, maintain dashboards and recommend process improvements.
• Lead or contribute to cross‑team projects and support business review deck preparation.

Required profile

• Bachelor’s degree in Business Administration, Finance, Communication or a related field (preferred).
• Post‑graduate studies or management certifications such as Six Sigma/Green Belt, AI or RPA programs (advantageous).
• Minimum 5 years BPO experience with at least 3 years in collections.
• 1–2 years experience in a senior individual contributor, floor support or acting supervisory role.

Required skills

• Six Sigma Green Belt
• Robotic Process Automation (RPA) knowledge