Role & responsibilities a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; }

The Team Leader is responsible for managing a team of Customer Service Representatives (CSRs) or Associates to ensure service delivery, productivity, quality, and customer satisfaction targets are achieved. The role involves coaching, mentoring, performance management, and driving operational excellence within the team.

Key Responsibilities

- Lead, motivate, and manage a team of 10-20 customer service agents.
- Monitor daily team performance against key performance indicators (KPIs) such as productivity, quality, adherence, and customer satisfaction.
- Conduct regular team huddles, one-on-one meetings, and performance reviews.
- Provide coaching and feedback to improve employee performance.
- Handle customer escalations and ensure timely resolution.
- Analyze performance reports and identify improvement opportunities.
- Ensure compliance with company policies, client requirements, and process guidelines.
- Drive employee engagement and team-building initiatives.
- Support recruitment, onboarding, and training of new hires.
- Coordinate with Quality, Training, Workforce Management, and Operations teams to achieve business objectives.
- Prepare and present operational reports to management.

Required Qualifications
- Bachelor's degree in any discipline (preferred).
- 2-5 years of experience in a BPO/Contact Center environment.
- Minimum 1-2 years of experience as a Team Leader or in a supervisory role.
- Strong people management and leadership skills.
- Excellent verbal and written communication skills.
- Good analytical and problem-solving abilities.
- Proficiency in MS Office, especially Excel and PowerPoint.
- Ability to work in rotational shifts and under pressure.

Key Skills & Competencies
- Team Management
- Performance Management
- Customer Service Excellence
- Coaching & Mentoring
- Conflict Resolution
- Stakeholder Management
- Decision Making
- Process Improvement
- Report Analysis & MIS
- Time Management

Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Quality Scores
- Service Level Achievement
- Average Handling Time (AHT)
- Schedule Adherence
- Attrition and Absenteeism Control
- Productivity Metrics
- Employee Engagement Scores

Preferred Attributes
- Strong leadership presence.
- Ability to motivate and inspire teams.




- Results-oriented mindset.
- Strong client and customer focus.
- Adaptability in a fast-paced environment.

Location: As per business requirement Shift: Rotational / 24x7 Operations (if applicable)

This JD can be used for Voice, Non-Voice, Chat, Email Support, Technical Support, or Customer Service BPO operations with minor customization based on the process.

Provide your feedback on BizChat

You said

Collection Team Leader JD for BPO

Copilot said

Here's a professional Collection Team Leader - BPO (JD) that can be used for hiring in banking, financial services, telecom, and other collections processes.

: Collection Team Leader - BPO

Job Title: Collection Team Leader

Department: Collections / Operations

Reports To: Collections Manager / Operations Manager

Location: As per business requirement

Job Summary The Collection Team Leader is responsible for leading and managing a team of collection executives to achieve recovery targets while maintaining compliance, customer service standards, and operational efficiency. The role involves monitoring team performance, coaching agents, handling escalations, and driving collection strategies to maximize recoveries and minimize delinquency.

Key Responsibilities

Team Management

- Lead, motivate, and manage a team of collection agents/executives.
- Conduct regular team meetings, coaching sessions, and performance reviews.
- Monitor attendance, productivity, and adherence to schedules.
- Foster a positive and performance-driven work environment.

Collections Operations
- Ensure achievement of daily, weekly, and monthly collection targets.
- Monitor collection activities and recovery performance.
- Track delinquent accounts and implement effective recovery strategies.
- Handle complex customer cases and escalations.
- Ensure timely follow-up and resolution of overdue accounts.

Performance Monitoring
- Monitor key collection metrics and KPIs.
- Analyze performance reports and identify improvement opportunities.
- Prepare daily, weekly, and monthly MIS reports.




- Implement action plans to improve team performance.

Compliance & Quality
- Ensure all collection activities comply with company, client, and regulatory guidelines.
- Monitor calls and interactions for quality and compliance standards.
- Address compliance violations and recommend corrective actions.
- Maintain accurate documentation and records of collection activities.

Training & Development
- Conduct ongoing coaching and mentoring sessions.
- Identify training needs and coordinate with training teams.
- Support onboarding and development of new collection agents.
- Share best practices and collection techniques with the team.

Required Qualifications
- Bachelor's degree in any discipline.
- 3-6 years of experience in Collections, Debt Recovery, or BPO Operations.
- Minimum 1-2 years of Team Leader experience in Collections.
- Experience handling delinquency buckets and recovery portfolios.
- Strong understanding of collection practices and regulations.

Required Skills
- Collections & Recovery Management
- Team Leadership
- Performance Management
- Customer Negotiation Skills
- Conflict Resolution
- Coaching & Mentoring
- Data Analysis & Reporting
- MS Excel and MIS Reporting
- Problem-Solving
- Communication & Interpersonal Skills

Key Performance Indicators (KPIs)
- Recovery Rate (%)
- Collection Target Achievement
- Promise-to-Pay (PTP) Conversion
- Roll Rate Reduction
- Delinquency Management
- Right Party Contact (RPC)
- Productivity per Agent
- Quality & Compliance Scores
- Attendance & Adherence
- Employee Engagement and Attrition

Preferred Competencies
- Strong negotiation and influencing skills.
- Ability to handle escalated customer interactions professionally.
- Results-oriented with a focus on target achievement.
- Strong analytical and decision-making abilities.
- Ability to work in a fast-paced, target-driven setting.

Shift Requirements
- Willingness to work rotational shifts as per business requirements.
- Flexible to work weekends and holidays when required.

Experience Requirement 3-6 years total collections/BPO experience with at least 1-2 years in a Team Leader role.

Team Size

Managing 10-20 Collection Agents/Executives.

Regards,

Yamanur HR team.

Contact: (phone hidden) or [email protected] with your resume and Mention that your applying for TL.

📌 Collection Team Lead (Bengaluru)
🏢 TP
📍 Bengaluru