Team Leader – International Voice Collections

Location: Gurugram

Experience: 5–10 Years

Band: BPO 3/4

Job Code: 436911

Work Setup & Schedule

• 
  
• 100% Work From Office (WFO)
• 
  
• 24/7 rotational shifts, including night shifts
• 
  

Job Summary

We are looking for an experienced Team Leader to manage an international voice collections team handling B2B/B2C accounts.

The role will focus on leading and mentoring collections professionals, improving team performance, maximising cash flow, reducing Days Sales Outstanding (DSO), managing escalations, and ensuring achievement of client-defined targets and operational KPIs.

Key Responsibilities

• 
  
• Lead, mentor, and manage a team of collections professionals.
• 
  
• Set performance goals and conduct regular performance reviews.
• 
  
• Develop and implement strategies to improve team efficiency and effectiveness.
• 
  
• Create and execute collections strategies to maximise cash flow and reduce DSO.
• 
  
• Monitor and analyse collection metrics to identify trends, risks, and improvement opportunities.
• 
  
• Handle escalated client disputes and work towards satisfactory resolutions.
• 
  
• Identify opportunities to streamline collections processes and implement best practices.
• 
  
• Prepare regular collections performance reports, aging reports, and other key metrics for senior management.
• 
  
• Analyse operational data and provide recommendations to improve collections performance.
• 
  
• Communicate effectively with internal and external stakeholders.
• 
  
• Drive achievement of KPIs and client-defined performance targets.
• 
  
• Monitor team quality, provide feedback, and implement performance improvement plans.
• 
  
• Conduct floor training, coaching, and ongoing team development.
• 
  

Required Skills & Experience

• 
  
• 5–10 years of relevant experience.
• 
  
• Previous Team Leading experience in international voice operations.
• 
  
• B2B/B2C collections experience is mandatory.
• 
  
• Excellent verbal and written English communication skills.
• 
  
• Strong leadership, coaching, mentoring, and performance-management abilities.
• 
  
• Good understanding of collections processes, cash flow management, and DSO.
• 
  
• Ability to analyse collection metrics, aging reports, and operational performance data.
• 
  
• Strong client-dispute and escalation-management skills.
• 
  
• Experience communicating with internal and external stakeholders.
• 
  
• Ability to work in a target-driven environment and meet client-defined KPIs.
• 
  

Important Information

• 
  
• 100% onsite work arrangement.
• 
  
• Must be willing to work 24/7 rotational shifts, including nights.
• 
  
• Former TCS employees are not eligible to apply.
• 
  
• PAN and Date of Birth (DOB) are mandatory for profile creation.
•