Team Leader_International Voice Collections_Gurugram

Location: Gurugram

Experience: 5–10 Years
Work Mode: 100% Work from Office (WFO)
Shift: 24×7 Rotational Shifts, including Night Shifts

Job Summary

We are looking for an experienced Team Leader to manage an international collections team handling B2B/B2C processes. The ideal candidate should have prior experience in international voice collections, team management, performance monitoring, and cash flow optimization.

Key Responsibilities

• Lead, mentor, and manage a team of collections professionals.
• Set performance goals and conduct regular performance reviews.
• Develop and implement strategies to improve team productivity and operational efficiency.
• Execute effective collections strategies to maximize cash flow and reduce Days Sales Outstanding (DSO).
• Monitor collection metrics, identify performance trends, and address areas requiring improvement.
• Handle escalated client disputes and ensure timely and satisfactory resolutions.
• Identify opportunities to streamline collections processes and implement best practices.
• Prepare regular reports on collections performance, aging reports, and key performance indicators (KPIs).
• Analyze operational data to support informed decision-making and improve collection outcomes.
• Coordinate with internal and external stakeholders to resolve collection-related issues.
• Ensure achievement of client-defined targets, quality standards, and operational KPIs.
• Provide regular feedback, training, and coaching to team members to enhance performance.
• Maintain process compliance and ensure high standards of customer service and professional communication.

Required Skills & Qualifications

• 5–10 years of relevant experience in collections or accounts receivable operations.
• Prior team-leading experience in an international voice collections process (B2B/B2C).
• Excellent verbal and written English communication skills.
• Strong leadership, team management, and people development skills.
• Good understanding of collections strategies, aging analysis, and DSO.
• Strong analytical, problem-solving, and decision-making abilities.
• Experience in KPI monitoring, quality management, and performance reporting.
• Ability to handle escalations and manage stakeholder relationships effectively.

Work Requirements

• 100% work from office in Gurugram.
• Flexibility to work in 24×7 rotational shifts, including night shifts.

Additional Requirements

• PAN details and Date of Birth (DOB) are required for candidate profile creation, subject to applicable data privacy and security requirements.