Team Leader

LOCATION: Gurugram

EXPERIENCE: 5–10 years

BAND: BPO 3/4

JOB CODE: 436911


Role Overview

We are seeking an experienced Team Leader to lead and mentor a team of collections professionals for international voice collections (B2B/B2C). You will set performance goals, develop collection strategies, monitor metrics, and drive team efficiency to maximize cash flow and reduce DSO.


Work Setup: 100% Work From Office and 24x7 shifts including night shifts applicable by default.


Key Responsibilities

Lead and mentor a team of collections professionals, setting performance goals and conducting regular performance reviews


Develop and implement strategies to improve team efficiency and effectiveness


Create and execute effective collections strategies to maximize cash flow and reduce Days Sales Outstanding (DSO)


Monitor and analyze collection metrics to identify trends, potential issues, and areas for improvement


Handle escalated client disputes and work towards satisfactory resolutions


Identify opportunities to streamline collections processes and implement best practices


Prepare regular reports on collections performance, aging reports, and other key metrics for senior management


Analyze data to make informed decisions and recommendations for improving collections practices


Communicate with internal and external stakeholders


Meet KPIs and client-defined targets


Provide quality and feedback for team members to drive performance


Conduct training and coaching on the floor


Qualifications

Excellent verbal and written English skills – required


Prior team leading International Voice experience – B2B/B2C Collections – required


5–10 years of relevant experience – required


Strong leadership and people management skills


Experience with collections metrics, DSO, and aging reports


Ability to handle escalated client disputes


Strong analytical and reporting skills


Experience with training and coaching


Why Join?

Leadership role in international collections


Prime Gurugram location


100% Work From Office


Career growth in collections management


Dynamic and supportive team environment