Team Leader – International Voice Collections (B2B/B2C) | Gurugram

Hiring: Team Leader – International Voice Collections (B2B/B2C)

Location: Gurugram
Experience: 5–10 Years
Job Code: 436911
Band: BPO 3/4
Work Mode: 100% Work From Office
Shift: 24x7 Rotational Shifts (Including Night Shifts)

Job Summary

We are hiring an experienced Team Leader – International Voice Collections with strong exposure to B2B/B2C Collections, team management, performance monitoring, and collections operations.

The ideal candidate should have prior experience leading an International Voice Collections team, driving operational excellence, improving cash flow, reducing Days Sales Outstanding (DSO), and consistently achieving client-defined KPIs and SLAs.

Key Responsibilities

• Lead, manage, and mentor a team of International Voice Collections professionals.

• Set individual and team performance goals and conduct regular performance reviews.

• Develop and execute effective collections strategies to maximize cash flow and reduce DSO.

• Monitor collections performance, aging reports, productivity, quality, and operational KPIs.

• Identify performance gaps and implement corrective action plans.

• Handle escalated customer/client disputes and ensure timely resolution.

• Conduct regular floor coaching, training, feedback sessions, and performance improvement initiatives.

• Identify opportunities for process improvement and operational efficiency.

• Prepare and present MIS reports, collections performance reports, and key operational insights to senior management.

• Coordinate with internal and external stakeholders to ensure smooth collections operations.

• Ensure consistent achievement of client-defined targets, quality standards, and SLAs.

Required Skills & Qualifications

• 5–10 years of relevant experience in BPO/International Collections operations.

• Prior Team Leader experience in an International Voice Collections process is mandatory.

• Experience in B2B and/or B2C Collections.

• Excellent verbal and written English communication skills.

• Strong people management, team handling, and leadership capabilities.

• Good understanding of Collections KPIs, DSO, aging analysis, and performance metrics.

• Experience in escalation handling, stakeholder management, and client communication.

• Strong analytical, reporting, coaching, and problem-solving skills.

• Ability to manage operational targets in a fast-paced BPO environment.

Mandatory Eligibility Criteria

• Must be comfortable with 100% Work From Office in Gurugram.

• Must be flexible to work in 24x7 rotational shifts, including night shifts.

• Prior International Voice Collections team-leading experience is essential.

• Former TCS employees are not eligible to apply.

• PAN and Date of Birth are required for candidate profile creation during recruitment.