Job Description: Team Leader – International Collections

Location: Gurugram
Experience: 5–10 Years
Band: BPO 3/4
Work Mode: 100% Work From Office (WFO)

Job Summary

We are looking for an experienced Team Leader with a strong background in international voice collections (B2B/B2C). The ideal candidate will lead a team of collections professionals, drive performance against business targets, improve collection efficiency, and ensure high-quality customer and client interactions.

Key Responsibilities

• Lead, mentor, and motivate a team of collections professionals to achieve business targets.

• Develop and implement effective collection strategies to maximize cash flow and reduce Days Sales Outstanding (DSO).

• Monitor team performance, productivity, quality, and collection metrics against defined KPIs and client targets.

• Conduct regular performance reviews, coaching sessions, feedback discussions, and floor training.

• Handle escalated customer and client disputes and ensure timely resolution.

• Analyze collection reports, aging reports, and performance data to identify trends and improvement opportunities.

• Prepare and present regular MIS and performance reports to senior management.

• Collaborate with internal and external stakeholders to ensure smooth process operations.

• Identify process gaps and implement best practices to improve efficiency and effectiveness.

• Ensure adherence to quality standards, operational guidelines, and client requirements.

Required Skills and Qualifications

• 5–10 years of relevant experience, including prior team-leading experience in international voice collections.

• Strong knowledge of B2B/B2C collections processes.

• Excellent verbal and written English communication skills.

• Proven ability to manage teams, achieve KPIs, and drive performance.

• Strong analytical, problem-solving, coaching, and stakeholder-management skills.

• Experience in MIS reporting, aging analysis, escalation management, and process improvement.

Work Requirements

• 100% Work From Office in Gurugram.

• 24×7 rotational shifts, including night shifts, are applicable.

• Candidates must be comfortable working in a voice-based international collections process.

Important Information

• Former TCS employees are not eligible.

• PAN and date of birth (DOB) are required for profile creation.

Application Process

Interested candidates are requested to complete the questionnaire before proceeding with the application.

Questionnaire Link: https://myglit.com/lateral/cref/20adeaaf5f