Job Description

We are seeking an experienced Team Leader to manage an international collections team handling B2B and B2C accounts. The role involves driving collection performance, improving cash flow, reducing outstanding receivables, and ensuring service delivery meets client expectations. The successful candidate will have prior experience leading international voice collections teams, strong communication skills, and the ability to coach employees while consistently achieving operational targets.

Job Details

• Location: Gurugram

• Experience: 5–10 Years

• Band: BPO 3/4

• Work Setup: 100% Work From Office

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

Requirements

• 5–10 years of relevant experience in BPO or collections operations.

• Previous team leadership experience in an international voice process, specifically B2B/B2C collections.

• Excellent verbal and written English communication skills.

• Strong understanding of collections strategies, cash flow management, and Days Sales Outstanding (DSO).

• Experience monitoring operational metrics, aging reports, KPIs, and client-defined targets.

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

• Ability to manage escalations, resolve client disputes, and coordinate with internal and external stakeholders.

• Willingness to work onsite in Gurugram and across 24/7 rotational shifts, including nights.

Key Responsibilities

• Lead, mentor, and manage a team of collections professionals, ensuring individual and team performance targets are achieved.

• Establish performance goals and conduct regular performance reviews, quality assessments, and feedback sessions.

• Develop and implement collections strategies to improve cash flow, maximize recoveries, and reduce DSO.

• Monitor collection metrics, aging reports, and operational trends to identify performance gaps and improvement opportunities.

• Handle escalated client disputes and ensure timely, satisfactory resolution.

• Drive team productivity and operational efficiency through process improvements and best practices.

• Prepare and present regular performance reports and key operational updates to senior management.

• Analyze collections data and recommend actions to improve recovery performance.

• Maintain effective communication with internal teams, clients, and other stakeholders.

• Conduct floor coaching, provide ongoing training, and support team members in meeting quality standards and client expectations.

• Ensure consistent achievement of KPIs, service standards, and client-defined targets.