Location: Gurugram

Experience: 5–10 Years
Band: BPO 3/4
Work Mode: 100% Work From Office
Shift: 24x7 rotational shifts, including night shifts

Job Description:

We are looking for an experienced Team Leader – International Voice Collections to lead a team handling B2B/B2C collections. The candidate will be responsible for improving collection efficiency, maximizing cash flow, reducing Days Sales Outstanding (DSO), and achieving client-defined targets.

Key Responsibilities:

• Lead, mentor, and manage a team of collections professionals.

• Develop and implement strategies to improve collection performance and reduce outstanding payments.

• Monitor collection metrics, aging reports, team productivity, and key performance indicators (KPIs).

• Handle escalated client disputes and ensure timely resolution.

• Identify process improvement opportunities and implement best practices.

• Prepare and present regular performance reports to senior management.

• Coordinate with internal and external stakeholders.

• Conduct team training, coaching, quality reviews, and feedback sessions.

• Ensure the team meets quality standards, productivity goals, and client-defined targets.

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 team performance, resolve escalations, and achieve collection targets.

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

• Willingness to work from the office in Gurugram and in 24x7 rotational shifts, including night shifts.

Important Eligibility Criteria:

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are mandatory for profile creation.