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 solid 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
- Min

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