Job Description: Team Leader – Collections

Location: Gurugram
Experience: 5–10 Years
Band: BPO 3/4
Job Code: 436911
Work Mode: 100% Work From Office (WFO)
Shift: 24×7 rotational shifts, including night shifts

Job Overview

We are seeking an experienced Team Leader – Collections to lead and mentor a team of collections professionals handling international voice processes across B2B and B2C accounts. The ideal candidate will have strong leadership, communication, analytical, and collections management skills, with a proven ability to achieve performance targets, improve cash flow, and maintain high service quality.

Key Responsibilities

• Lead, coach, and mentor a team of collections professionals to achieve individual and team performance goals.

• Conduct regular performance reviews, provide constructive feedback, and identify training and development needs.

• Develop and implement effective B2B/B2C collections strategies to maximize cash flow and reduce Days Sales Outstanding (DSO).

• Monitor collection metrics, productivity, quality, and key performance indicators (KPIs) to identify trends and improvement opportunities.

• Handle escalated client disputes and coordinate with relevant stakeholders to ensure timely and satisfactory resolution.

• Identify process inefficiencies and implement best practices to improve operational effectiveness.

• Prepare and present collection performance reports, aging reports, and other management reports.

• Analyze operational data and recommend improvements to collections processes and business outcomes.

• Communicate effectively with internal and external stakeholders to ensure smooth process delivery.

• Ensure achievement of client-defined targets, service-level agreements (SLAs), and quality standards.

• Conduct floor training, coaching sessions, and quality feedback to drive team performance.

• Maintain a customer-focused, accountable, and performance-driven work environment.

Required Skills and Qualifications

• 5–10 years of relevant work experience, including prior team leadership experience in international voice collections.

• Strong experience in B2B and B2C collections operations.

• Excellent verbal and written English communication skills.

• Proven ability to manage team performance, KPIs, quality, and productivity.

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

• Experience in collections reporting, aging analysis, cash flow improvement, and DSO reduction.

• Strong stakeholder management, conflict resolution, coaching, and mentoring skills.

• Ability to work in a fast-paced, target-driven environment.

Work Requirements

• 100% work from office in Gurugram.

• Must be comfortable working across 24×7 shifts, including night shifts.

• Former TCS employees are not eligible to apply.

• PAN and date of birth (DOB) are required for profile creation.