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 prospects, 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 recent 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 (India)
🏢 Iqor
📍 India