Role & responsibilities

1. Operational Excellence & Performance Management

- Oversee daily operations of the US First-Party Collections team to ensure all service level agreements (SLAs), Key Performance Indicators (KPIs), and liquidation targets are consistently met or exceeded.
- Monitor and analyze key operational metrics including Roll Rates, Cure Rates, Dollar Recovery, Average Handle Time (AHT), and Abandonment Rates.
- Partner with the Workforce Management (WFM) and Dialer teams to optimize dialing strategies, list penetration, and agent utilization. 2. Leadership & People Development
- Provide direct leadership, mentorship, and guidance to Team Leaders, Quality Analysts, and Customer Care/Collection Agents.
- Conduct regular performance reviews, identify training gaps, and implement targeted coaching plans to improve agent productivity and reduce attrition.
- Foster a positive, high-energy, and collaborative team culture built on accountability and continuous improvement. 3. Compliance & Quality Assurance
- Ensure 100% compliance with US federal and state collection laws, including FDCPA, TCPA, FCRA, and CFPB regulations.
- Collaborate with the Quality Assurance (QA) team to monitor calls, ensuring that agents balance recovery efforts with excellent brand representation and zero tolerance for compliance breaches.
- Lead regular compliance audits and implement corrective action plans where necessary. 4. Client & Stakeholder Relations
- Serve as the primary operational point of contact for the US client, participating in daily, weekly, and monthly business reviews (MBRs/QBRs).




- Proactively identify process bottlenecks and present data-driven solutions or strategic recommendations to both internal leadership and client stakeholders.

Candidate Profile & RequirementsEducation & Experience
- Bachelors Degree in Business Administration, Finance, or a related field (preferred).
- 5+ years of experience in BPO Operations Management, with at least 3 years of dedicated experience managing US First-Party Collections or Accounts Receivable (AR) portfolios.
- Proven experience managing a team size of at least 50100+ headcounts (including Team Leaders). Technical & Functional Skills
- Deep understanding of US Collections Compliance (FDCPA, TCPA, etc.).
- Strong proficiency in modern call center technology, including Dialer platforms (e.g., Five9, Genesys, Avaya, Noble) and CRM/Collection software.
- Exceptional data analysis skills; ability to translate complex spreadsheets into actionable operational strategies. Soft Skills & Work Dynamics
- Excellent verbal and written communication skills in English, with a solid ability to interact confidently with US-based clients.
- Strong negotiation, conflict resolution, and decision-making capabilities.
- Flexibility to work US shifts (Night Shifts) to align with the client's operational hours. What We Offer
- Competitive base salary with lucrative performance-based incentives.
- Clear career progression paths within a rapidly growing global BPO organization.
- Continuous executive leadership training and professional development.

Best Regards, Kind regards,

Aman

Phone: +91 (phone hidden)

Email: [email protected]

📌 BPO Operations Management (Gurugram)
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