Team Leader – B2B/B2C 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
Process: International Voice – B2B/B2C Collections

Job Overview

We are seeking an experienced Team Leader – Collections to lead and manage a team of collections professionals handling international B2B/B2C collections. The ideal candidate should have prior experience in international voice collections, team leadership, client dispute management, and performance monitoring.

The candidate will be responsible for maximizing cash flow, reducing Days Sales Outstanding (DSO), improving collection efficiency, meeting client-defined targets, and ensuring consistent team performance through coaching and quality monitoring.

Key Responsibilities

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

• Set performance goals, conduct regular performance reviews, and provide constructive feedback and coaching.

• Develop and implement effective B2B/B2C collections strategies to maximize cash flow and reduce DSO.

• Monitor collection metrics, aging reports, outstanding balances, and recovery performance to identify trends and improvement opportunities.

• Handle escalated client disputes and coordinate with relevant stakeholders to resolve issues promptly.

• Identify process gaps, streamline collections activities, and implement best practices to improve operational efficiency.

• Prepare and present regular reports on collections performance, aging analysis, productivity, and other key metrics to senior management.

• Analyze performance data and recommend strategies to improve collections effectiveness.

• Communicate effectively with internal teams, international clients, and other stakeholders.

• Monitor quality, productivity, compliance, and adherence to SLAs and KPIs.

• Conduct floor training, coaching sessions, and performance feedback to improve team capabilities.

• Ensure the team consistently meets client-defined targets and operational expectations.

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 understanding of collections strategies, debt recovery, aging analysis, and DSO.

• Experience in handling client disputes, escalations, and payment-related issues.

• Knowledge of SLA, KPI, quality, productivity, and performance management.

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

• Proven ability to coach, mentor, and motivate team members.

• Strong stakeholder management and reporting skills.

• Ability to work in a fast-paced environment and meet strict business targets.

Work Requirements

• Work Mode: 100% WFO.

• Shift: Must be comfortable working across 24×7 rotational shifts, including night shifts.

• Location: Gurugram.

Additional Requirements

• Former TCS employees are not eligible to apply.

• PAN and date of birth (DOB) are required for candidate profile creation.

Ideal Candidate Profile

The ideal candidate will have strong international voice collections experience, proven team leadership capabilities, excellent English communication, and a track record of improving collection performance, reducing DSO, resolving disputes, and achieving operational targets.