• Lead, mentor, and manage a team of collections professionals by setting performance goals and conducting regular performance reviews.

• Develop and implement strategies to improve team efficiency and operational effectiveness.

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

• Monitor and analyze collection metrics to identify trends, potential issues, and improvement opportunities.

• Handle escalated client disputes and ensure timely and satisfactory resolutions.

• Identify opportunities to streamline collection processes and implement best practices.

• Prepare regular performance reports, aging reports, and other key metric reports for senior management.

• Analyze data to support informed decisions and recommend improvements to collection practices.

• Coordinate with internal and external stakeholders to ensure smooth operations.

• Ensure achievement of KPIs, service-level agreements, and client-defined targets.

• Provide regular quality feedback and performance coaching to team members.

• Conduct training and coaching sessions on the floor to enhance team performance.

Required Skills and Qualifications

• 5–10 years of relevant experience in the BPO/collections domain.

• Prior experience leading an international voice process team handling B2B/B2C collections.

• Excellent verbal and written English communication skills.

• Strong leadership, team management, and problem-solving abilities.

• Good understanding of collections strategies, aging reports, cash flow, and DSO.

• Strong analytical skills and the ability to interpret performance metrics.

• Experience in stakeholder management, escalation handling, and performance management.

• Ability to work in a 24x7 environment, including night shifts.

Important Information

• Work Location: Gurugram (100% WFO).

• Shift Requirements: 24x7 shifts, including night shifts, are applicable by default.

• Eligibility: Former TCS employees are not eligible to apply.

• Mandatory Details: PAN and Date of Birth (DOB) are required for profile creation.