DRA-Certified Team Leader

Company Description AMS Comtel BPMS (P) Ltd. specializes in cross-industry and industry-specific outsourcing solutions across both core and non-core business functions. The organization combines operational excellence with deep domain expertise to help clients improve efficiency and performance. With strong local understanding and access to global resources, AMS Comtel is able to serve diverse client requirements across multiple geographies. Its agile approach allows the company to respond swiftly to evolving client needs, making it a dynamic environment for professionals seeking growth in business process management and outsourcing services.
Role Description The DRA-Certified Team Leader is a full-time, on-site role based in Kolkata. This role is responsible for leading a team of recovery and collection professionals, ensuring adherence to DRA certification standards, regulatory guidelines, and company policies. Day-to-day responsibilities include planning and allocating workloads, monitoring performance metrics, coaching team members, and resolving escalated customer or client issues. The Team Leader will collaborate with management to implement process improvements, prepare reports, and support compliance and quality audits. The role also involves coordinating training for team members, maintaining accurate documentation, and ensuring that service-level agreements and targets are consistently met.
Qualifications
Leadership and team management skills, including the ability to coach, motivate, and supervise team members in a performance-driven environment.
Strong communication and interpersonal skills for interacting with clients, customers, and internal stakeholders, and handling escalations professionally.
Analytical and reporting skills, including proficiency in monitoring KPIs, interpreting data, and preparing clear performance and compliance reports.
Time management and organizational skills to prioritize tasks, manage workflows, and meet deadlines and service-level agreements.
DRA certification and solid knowledge of recovery, collections, or related regulatory and compliance frameworks.
Proficiency with standard office productivity tools and relevant CRM or collection management systems.
Minimum of a bachelor’s degree in business, finance, or a related field, or equivalent professional experience.
Prior experience in collections, recovery, or outsourcing operations, with experience in a team leader or supervisory role preferred.

Work arrangement
No