Team Leader – International Collections

Role: Team Leader

Location: Gurugram

Experience: 5–10 Years

Band: BPO 3/4

Job Code: 436911

Work Requirements

• Work Setup: 100% Work From Office (WFO)
  
• Shift: 24x7 rotational shifts, including night shifts by default.
  

Required Skills & Experience

• Excellent verbal and written English communication skills.
  
• Prior team-leading experience in International Voice – B2B/B2C Collections.
  

Key Responsibilities

• Lead and mentor a team of collections professionals, set performance goals, and conduct regular performance reviews.
  
• Develop and implement strategies to improve team efficiency and effectiveness.
  
• Create and execute effective collections strategies to maximize cash flow and reduce Days Sales Outstanding (DSO).
  
• Monitor and analyze collection metrics to identify trends, potential issues, and areas for improvement.
  
• Handle escalated client disputes and work towards satisfactory resolutions.
  
• Identify opportunities to streamline collections processes and implement best practices.
  
• Prepare regular reports on collections performance, aging reports, and other key metrics for senior management.
  
• Analyze data to make informed decisions and recommend improvements to collections practices.
  
• Communicate with internal and external stakeholders.
  
• Ensure achievement of KPIs and client-defined targets.
  
• Monitor quality and provide feedback to team members to drive performance.
  
• Conduct training and coaching on the floor.
  

Important Information

• Ex-TCS employees are not eligible to apply.
  
• PAN and DOB are mandatory for profile creation.