Team Leader – Global Voice Collections

Job Description: Team Leader – International Collections

Job Code: 436911
Location: Gurugram, Haryana
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 result-oriented Team Leader – International Collections to lead a team of collections professionals handling international B2B/B2C voice collections. The ideal candidate should have strong team management, communication, analytical, and problem-solving skills, along with a proven track record of meeting collection targets and improving operational performance.

The candidate will be responsible for managing daily team operations, monitoring collection performance, resolving escalated client disputes, coaching team members, and ensuring achievement of key performance indicators (KPIs) and client-defined targets.

Key Responsibilities

• Lead, mentor, and motivate a team of collections professionals handling international voice collections for B2B/B2C clients.
• Set performance goals, conduct regular performance reviews, and provide constructive feedback to team members.
• Develop and implement effective collection strategies to maximize cash flow, improve recovery rates, and reduce Days Sales Outstanding (DSO).
• Monitor collection metrics, account receivables, aging reports, and team productivity to identify trends and improvement opportunities.
• Ensure the team consistently meets defined KPIs, service-level agreements (SLAs), quality standards, and client-specific targets.
• Handle escalated collection issues, client disputes, and complex account-related concerns, ensuring timely and satisfactory resolution.
• Conduct regular floor coaching, feedback sessions, and training programs to improve employee performance, quality, and productivity.
• Analyze performance data and prepare regular reports on collection results, outstanding balances, aging, and operational performance for senior management.
• Identify process gaps, implement best practices, and streamline collection operations to improve efficiency and effectiveness.
• Maintain effective communication with internal stakeholders, external clients, and other relevant teams.
• Ensure adherence to company policies, client requirements, operational procedures, and quality standards.
• Drive continuous improvement initiatives to enhance team performance, customer experience, and overall collection effectiveness.

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 leadership, people management, coaching, and performance management skills.
• Good understanding of collections processes, accounts receivable, aging analysis, cash flow management, and DSO.
• Strong analytical, problem-solving, negotiation, and conflict-resolution skills.
• Experience in handling escalations, client interactions, and stakeholder management.
• Ability to analyze collection reports, track KPIs, and drive performance improvements.
• Strong organizational skills with the ability to manage multiple priorities in a target-driven environment.

Work Requirements

• 100% Work From Office (WFO) in Gurugram.
• Must be flexible to work in 24×7 rotational shifts, including night shifts.
• Ability to work in a fast-paced, target-driven international collections process.

Important Hiring Information

• Former TCS employees are not eligible to apply.
• PAN and Date of Birth (DOB) are mandatory for candidate profile creation.

Ideal Candidate Profile

A proactive and performance-driven team leader with proven international B2B/B2C voice collections experience, excellent communication skills, and the ability to coach teams, resolve escalations, achieve collection targets, and deliver consistent operational results.