Job Summary:

Oversee collections call center staff and are responsible for assigning tasks, motivating and coaching employees, monitoring performance, and ensuring collection targets are achieved.

Responsibilities:

- Hiring, training, and preparing collections representatives to handle customer accounts, outstanding balances, and payment-related concerns.
- Ensuring agents understand and comply with all collections objectives, performance standards, and policies.
- Monitoring and evaluating agent performance, providing coaching opportunities, and taking corrective action, if necessary.
- Identifies creative ways to improve collection efficiency by streamlining processes and systems.
- Drives continuous improvement through trend reporting, analysis, and metrics management.
- Offers recent ideas and suggestions for improvement.
- Identifies and implements new practices and processes that are best in field.




- Demonstrates a commitment to customer service while effectively resolving customer concerns and payment issues.
- Confers with reporting manager on complex or unusual collection situations.
- Exchanges knowledge and best practices with other iQor facilities.
- Ensures 100% adherence to all company policies, procedures, and collection compliance requirements.
- Maintains discretion and confidentiality in all areas pertaining to customer accounts, data, and proprietary information.
- Understands and embraces the business and collections operations strategic direction.
- Performs other duties as assigned.

Skills Requirements:

- 3 or more years of call center experience in collections/customer service.
- 1 or more years of supervisory experience.

Education Requirements: High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

📌 Team Lead (Noida)
🏢 Iqor
📍 Noida