International Collections Operations Team Lead

Job Description: Team Leader – International Voice Collections

Job Code: 436911
Location: Gurugram, Haryana
Experience: 5–10 Years
Band: BPO 3/4
Work Mode: 100% Work From Office (WFO)
Shift: 24×7 Rotational Shifts, Including Night Shifts

Job Summary

We are seeking an experienced and performance-driven Team Leader – International Voice Collections to manage and lead a team handling international B2B/B2C collections. The ideal candidate must have prior team-leading experience in international voice collections, excellent English communication skills, and a strong understanding of collections operations, team performance management, and client relationship management.

The role involves driving collection targets, improving team productivity, managing escalations, coaching team members, and ensuring compliance with client requirements and operational standards.

Key Responsibilities

• Lead, motivate, and manage a team of collections professionals handling international B2B/B2C voice collections.

• Establish performance goals and conduct regular performance reviews to ensure achievement of individual and team targets.

• Develop and implement collection strategies to improve recovery rates, maximize cash flow, and reduce Days Sales Outstanding (DSO).

• Monitor collection performance, productivity, quality, aging reports, and key operational metrics.

• Ensure achievement of KPIs, SLAs, quality standards, and client-defined business targets.

• Handle escalated client disputes, collection issues, and complex account-related concerns.

• Conduct floor coaching, training sessions, and regular feedback discussions to improve employee performance.

• Analyze collection data and prepare performance reports for management, highlighting trends, risks, and improvement opportunities.

• Identify process inefficiencies and implement best practices to improve operational effectiveness.

• Maintain effective communication with clients, internal stakeholders, and cross-functional teams.

• Ensure adherence to company policies, client procedures, quality guidelines, and operational standards.

• Drive continuous improvement initiatives to enhance team productivity, service quality, and collection results.

Required Skills and Qualifications

• 5–10 years of relevant experience in collections or accounts receivable operations.

• Mandatory prior team-leading experience in international voice collections (B2B/B2C).

• Excellent verbal and written English communication skills.

• Strong leadership, people management, coaching, and team motivation skills.

• Good knowledge of collections processes, debt recovery, aging analysis, cash flow management, and DSO.

• Strong analytical, negotiation, problem-solving, and conflict-resolution abilities.

• Experience in escalation management, client interactions, and stakeholder coordination.

• Ability to monitor KPIs, analyze performance reports, and drive target achievement.

• Strong organizational skills and the ability to work in a fast-paced, target-driven environment.

Work Requirements

• 100% Work From Office in Gurugram, Haryana.

• Flexibility to work in 24×7 rotational shifts, including night shifts, is mandatory.

• Ability to manage team performance and meet business targets in an international collections environment.

Important Hiring Information

• Former TCS employees are not eligible to apply.

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

Ideal Candidate Profile

A results-oriented team leader with proven experience in international B2B/B2C voice collections, strong communication and leadership skills, and the ability to drive collections performance, manage escalations, coach team members, and achieve client-defined targets.