Collections Team Lead
Tata Consultancy Services · Région III (Luçon Centrale)
Description du poste
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)
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Tata Consultancy Services
Région III (Luçon Centrale)
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