Team Leader (B2B/B2C Collections)

Job Title: Team Leader – International Collections
Location: Gurugram
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 Team Leader with prior international voice process experience in B2B/B2C Collections. The candidate will be responsible for leading and mentoring a team of collections professionals, driving collection performance, maximizing cash flow, reducing Days Sales Outstanding (DSO), and ensuring achievement of client-defined targets and key performance indicators (KPIs).

The ideal candidate should possess excellent English communication skills, strong analytical abilities, and proven experience in team management, collections operations, client communication, and performance improvement.

Key Responsibilities

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

• Set performance goals, conduct regular performance reviews, and provide constructive feedback to team members.

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

• Monitor collection metrics, aging reports, productivity, quality, and other key performance indicators.

• Analyze collection trends, identify performance gaps, and implement corrective actions to improve team efficiency.

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

• Maintain effective communication with internal teams, clients, and external stakeholders.

• Prepare and present regular performance reports, collection summaries, aging reports, and management updates.

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

• Conduct floor training, coaching sessions, team huddles, and quality feedback sessions to enhance employee performance.

• Ensure compliance with client requirements, process guidelines, quality standards, and operational policies.

• Drive continuous improvement initiatives to achieve client-defined targets and service-level agreements (SLAs).

Required Skills

• Prior experience in an international voice process, specifically B2B/B2C Collections.

• Proven team leadership and people management experience.

• Excellent verbal and written English communication skills.

• Strong knowledge of collections, accounts receivable, payment follow-ups, dispute management, and aging analysis.

• Understanding of cash flow management and Days Sales Outstanding (DSO).

• Strong analytical, problem-solving, and decision-making skills.

• Experience in KPI monitoring, performance reporting, quality management, and process improvement.

• Excellent stakeholder management, negotiation, and conflict-resolution skills.

• Ability to coach, train, and motivate team members.

• Strong customer service orientation and the ability to work in a target-driven environment.

Eligibility Criteria

• 5–10 years of relevant professional experience.

• Prior team-leading experience in an international voice collections process is mandatory.

• B2B/B2C Collections experience is required.

• Excellent English communication skills are essential.

• Candidates must be comfortable working from the office five days or as per the applicable work schedule and in rotational shifts, including nights, as required by the 24×7 operation.

Additional Information

• Work Mode: 100% WFO.

• Shift Flexibility: Must be available for 24×7 rotational shifts, including night shifts.

• Exclusion Criteria: Former TCS employees are not eligible to apply.

• Mandatory Information: PAN and Date of Birth (DOB) are required for profile creation, in accordance with the recruitment process.

Interested candidates with relevant international collections and team leadership experience are encouraged to apply.