436911 Team Leader_International Voice Collections_Gurugram

# Job Description: Team Leader – International Collections
**Job Code:** 436911

**Location:** Gurugram, India

**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 looking for an experienced and results-driven **Team Leader – International Collections** to lead and mentor a team of collections professionals handling B2B/B2C collections. The ideal candidate should have prior experience in international voice collections, strong leadership and communication skills, and a proven ability to achieve collection targets, improve cash flow, and manage team performance.

## Key Responsibilities

- Lead, mentor, and motivate a team of collections professionals to achieve individual and team performance targets.

- Develop and implement effective collection strategies to maximize cash flow and reduce Days Sales Outstanding (DSO).

- Monitor collection metrics, productivity, quality, and performance against client-defined KPIs.

- Analyze collection trends, aging reports, and operational data to identify improvement opportunities.

- Handle escalated customer and client disputes and ensure timely, satisfactory resolutions.

- Conduct regular performance reviews, provide constructive feedback, and implement improvement plans.

- Deliver floor training, coaching, and guidance to improve team productivity, quality, and collection effectiveness.

- Identify process gaps and implement best practices to improve operational efficiency.

- Prepare and present regular reports on collection performance, outstanding balances, aging, and other key metrics to senior management.

- Collaborate with internal and external stakeholders to resolve issues and maintain strong client relationships.

- Ensure adherence to established processes, quality standards, and client requirements.

## Required Skills and Qualifications

- 5–10 years of relevant experience in collections, preferably in an international BPO environment.

- Prior team-leading experience in **international voice collections (B2B/B2C)** is mandatory.

- Excellent verbal and written English communication skills.

- Strong team management, coaching, mentoring, and performance management abilities.

- Good understanding of collection strategies, aging analysis, cash flow management, and DSO.

- Strong analytical, problem-solving, negotiation, and dispute-resolution skills.

- Experience monitoring KPIs, quality metrics, and client-defined targets.

- Ability to manage escalations, work under pressure, and meet business objectives.

## Work Requirements

- Must be willing to work 100% onsite from Gurugram.

- Must be flexible to work in 24×7 rotational shifts, including night shifts.

## Important Notes

- **Former TCS employees are not eligible to apply.**

- PAN and date of birth (DOB) are mandatory for profile creation.

**Interested candidates** with strong international collections team leadership experience and a track record of meeting performance targets are encouraged to apply.