About the Role

We are looking for an experienced and results-driven






Team Leader – International Voice Collections






to join our team in Gurugram. The ideal candidate will have prior experience leading teams in international voice collections, preferably across B2B and B2C portfolios. The role involves managing team performance, driving collection targets, improving cash flow, and ensuring operational excellence while maintaining strong client and stakeholder relationships.

This position requires excellent communication skills, strong leadership capabilities, a customer-focused approach, and the ability to deliver results in a fast-paced, target-driven environment.

Responsibilities

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  Lead, mentor, and manage a team of collections professionals to achieve individual and team performance targets.
  
  
  
  
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  Set performance goals, conduct regular performance reviews, and provide constructive feedback to team members.
  
  
  
  
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  Develop and implement effective collection strategies to maximize cash flow and reduce Days Sales Outstanding (DSO).
  
  
  
  
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  Monitor collection metrics, identify performance trends, and implement improvement plans to achieve business objectives.
  
  
  
  
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  Handle escalated client disputes and ensure timely and satisfactory resolutions.
  
  
  
  
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  Identify opportunities to streamline collection processes and implement operational best practices.
  
  
  
  
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  Prepare and present regular performance reports, aging reports, and key collection metrics to senior management.
  
  
  
  
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  Analyze operational data and provide recommendations to improve collection efficiency and effectiveness.
  
  
  
  
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  Coordinate with internal and external stakeholders to ensure smooth business operations and effective issue resolution.
  
  
  
  
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  Drive team performance by ensuring adherence to KPIs and client-defined targets.
  
  
  
  
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  Monitor team quality, conduct regular feedback sessions, and implement action plans to improve performance.
  
  
  
  
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  Provide on-floor training, coaching, and guidance to team members to enhance productivity and service quality.
  
  
  
  

Qualifications

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  Graduate degree in any discipline or equivalent practical experience.
  
  
  
  
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  Prior experience in a team-leading role within International Voice Collections.
  
  
  
  
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  Strong experience handling B2B and/or B2C collections processes.
  
  
  
  
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  Proven ability to manage teams, drive performance, and achieve collection targets.
  
  
  
  
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  Excellent verbal and written English communication skills.
  
  
  
  
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  Strong analytical, problem-solving, and decision-making abilities.
  
  
  
  
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  Ability to manage escalations and maintain effective stakeholder relationships.
  
  
  
  

Skills

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  Strong team management, leadership, and people-development skills.
  
  
  
  
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  Good understanding of international collections processes and collection strategies.
  
  
  
  
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  Ability to monitor KPIs, analyze performance metrics, and drive operational improvements.
  
  
  
  
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  Excellent communication, negotiation, and conflict-resolution skills.
  
  
  
  
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  Strong ownership, accountability, and time-management skills.
  
  
  
  
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  Ability to work in a fast-paced, target-driven environment.
  
  
  
  

Preferred Skills

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  Experience managing international B2B/B2C collections teams.
  
  
  
  
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  Knowledge of aging analysis, cash flow management, and DSO reduction strategies.
  
  
  
  
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  Experience preparing operational dashboards, performance reports, and management updates.
  
  
  
  
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  Ability to coach, mentor, and motivate team members to achieve business goals.
  
  
  
  
  
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  Experience handling client escalations and driving process improvements.

Work Environment & Shift Requirements

• Work Location: Gurugram.
• Work Mode: 100% Work From Office (WFO).
• Shift: 24x7 rotational shifts, including night shifts. Night shifts are applicable by default.
• Candidates must be comfortable working in a rotational shift environment.

Important Information

• Former TCS employees are not eligible to apply.
• PAN and Date of Birth (DOB) are mandatory for profile creation.

Benefits

• Competitive compensation and career growth opportunities.
• Collaborative work environment with learning and development support.
• Opportunities to enhance leadership and operational management skills.
• Exposure to international clients and business operations.

Equal Opportunity

We are an equal opportunity employer and welcome applicants from all backgrounds. All qualified candidates will receive consideration based on their skills, experience, and suitability for the role.