Job Roles & Responsibilities:

- Actively develop the capabilities and business acumen of direct reports, drives the development of team members, ensuring full and well.
- Demonstrate leadership skills with experience managing teams of 13-18 members.
- Maintain daily shrinkage at less than 5%.
- Monitor calls and ensure compliance and quality performance. Expectation is to do 3 call monitoring per day, strategically across BQ and other team members.
- Weekly performance review with team.
- 15 second talk-offs for the day; i.e. assisting team members by taking over calls where they are unable to resolve the account.
- Ensuring that at least 40% of his team earns incentive.
- Ensure full compliance with all company, departmental, legal, and regulatory requirements.
- Understand and execute policies, processes and procedures of the organization.
- Solid Focus on collector upskilling and programs goals.
- Good interpersonal skills and ability to retain and sustain tenure thru strong connect with team members.
- Ability to set targets as per the process requirements and business goals. Identifying opportunities/training needs and defining training/coaching plan for team members.
- Knowledge of KRAs, performance metrics and reports.

Candidate Requirements:

- Minimum 1 year of experience as a Team Leader on Papers,




- Candidates with Third Party Collections experience (minimum 1 year) will be preferred
- Overall 4+ years of experience in BPO (International Voice Process)
- Solid exposure to Telecom collections / Customer Service collections
- Excellent verbal, written communication & presentation skills
- Strong people management, coaching, and process management skills
- Good working knowledge of MS Office (Excel & PowerPoint is a must)
- Ability to work in a fast-paced environment and adapt quickly
- Willingness to work in night shifts (US timings)

Kindly Note: At Credence, we uphold the highest standards of integrity in our recruitment process. We do not charge any fees at any stage of the hiring process, and we strictly prohibit any third parties, vendors, or individuals from soliciting money in exchange for job opportunities at Credence. If you are approached by anyone requesting payment or offering you a position at Credence in exchange for money, do not engage with them. Such actions are fraudulent and not authorized by Credence. Please report any such incidents immediately to our official HR team at [email protected]

Your safety and trust are important to us. Thank you for helping us maintain a fair and transparent hiring environment.

📌 Team Lead - International Voice Collections (Telecom/Customer Support) (Pune)
🏢 Credence Resource Management
📍 Pune