Job Description

We are seeking an experienced Team Leader to oversee international voice collections operations. The successful candidate will lead a team, drive collection performance, ensure service quality, and support the achievement of operational and client targets.

Job Details

• Location: Gurugram

• Work Setup: 100% Work From Office

• Experience: 5–10 years

• Band: BPO 3/4

• Work Schedule: 24/7 rotational shifts, including night shifts

Requirements

• Excellent verbal and written English communication skills.

• Previous team leadership experience in international voice collections.

• Experience handling B2B and B2C collections.

• Strong knowledge of collection strategies, performance metrics, and operational processes.

• Ability to coach teams, resolve escalations, and drive performance improvements.

• Strong analytical, problem-solving, and stakeholder management skills.

Key Responsibilities

• Manage and guide the collections team to achieve productivity, quality, and collection targets.

• Monitor KPIs, SLAs, collection trends, and individual team performance.

• Develop strategies to improve cash flow, reduce Days Sales Outstanding (DSO), and enhance collection efficiency.

• Conduct coaching sessions, quality reviews, team huddles, and performance evaluations.

• Address escalated client disputes and ensure timely resolution.

• Identify operational gaps and implement process improvements and corrective action plans.

• Prepare and present reports on collection performance, aging, and key operational metrics.

• Coordinate with internal teams and external stakeholders to ensure service delivery and client satisfaction.

• Support employee development, engagement, and overall team performance.

Other Details

• Must be willing to work onsite in Gurugram and accommodate rotational 24/7 shifts, including nights.