Job Title : Team Leader – International Collections

Job Description : 

We are looking for an experienced Team Leader to manage an international voice collections team handling B2B and B2C accounts. The role involves leading and mentoring team members, improving collection performance, reducing Days Sales Outstanding (DSO), managing escalations, and ensuring achievement of client-defined KPIs and service targets.

Experience : 5–10 years

Location : Gurugram

Required Skills : 

1. International Voice Collections – B2B/B2C

2. Team Leadership, Coaching, and Performance Management

3. Collections Strategy and DSO Reduction

4. Client Escalation and Stakeholder Management

5. MIS Reporting, Collections Analytics, and KPI Management

Key Responsibilities : 

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

• Set performance goals and conduct regular performance reviews, feedback sessions, and coaching.

• Develop and implement collections strategies to maximize cash flow and reduce DSO.

• Monitor collection metrics, aging reports, and performance trends to identify improvement opportunities.

• Handle escalated client disputes and work towards timely, satisfactory resolutions.

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

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

• Analyze data to support decisions and recommend improvements in collections practices.

• Coordinate with internal and external stakeholders to resolve issues and achieve business objectives.

• Ensure the team consistently meets client-defined targets, quality standards, and KPIs.

• Provide on-floor training, guidance, and performance feedback to team members.

Qualifications : 

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

• Experience handling B2B/B2C collections processes.

• Excellent verbal and written English communication skills.

• Strong knowledge of collections metrics, aging analysis, cash flow improvement, and DSO reduction.

• Proven ability to handle escalations, coach team members, and manage team performance.

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

• Willingness to work from the office in Gurugram.

• Willingness to work in 24x7 shifts, including night shifts.

Important Points : 

• Ex TCS Employees can't apply.

• PAN and DOB are required for profile creation.