Team Leader - International Voice Collections B2B / B2C | Gurugram | 5-10 Yrs | BPO 3/4

Role: Team Leader

Location: Gurugram, India

Experience: 5-10 Years

Band: BPO 3/4

Job Code: 436911

Job Type: Full-time | Work From Office - 100% WFO

Shift: 24x7 Shifts including Night Shifts

POSITION OVERVIEW

We are looking for an experienced Team Leader to lead and mentor a team of collections professionals for International Voice - B2B / B2C Collections.

The ideal candidate will have prior team leading experience in International Voice Collections, excellent verbal and written English skills, and a strong focus on meeting KPIs, client defined targets, and driving team performance.

KEY RESPONSIBILITIES

- Lead and mentor a team of collections professionals, setting performance goals, and conducting regular performance reviews

- Develop and implement strategies to improve team efficiency and effectiveness

- Create and execute effective collections strategies to maximize cash flow and reduce Days Sales Outstanding (DSO)

- Monitor and analyze collection metrics to identify trends, potential issues, and areas for improvement

- Handle escalated client disputes and work towards satisfactory resolutions

- Identify opportunities to streamline collections processes and implement best practices

- Prepare regular reports on collections performance, aging reports, and other key metrics for senior management

- Analyze data to make informed decisions and recommendations for improving collections practices

- Communication with internal and external stakeholders

- Meeting KPIs and client defined targets

- Quality and feedback for team members for driving performance

- Training and coaching on floor

REQUIREMENTS

- 5-10 Years of experience with Prior team leading International voice experience - B2B / B2C Collections

- Excellent verbal and written English skills

- 100% WFO and 24x7 shifts including night shifts applicable by default

- Strong leadership, coaching, and mentoring skills

- Ability to drive performance, quality, and collections targets

WHAT WE OFFER

- Competitive salary package as per Band BPO 3/4

- Opportunity to lead International Voice Collections team for B2B / B2C process

- Career growth and leadership opportunities in Collections domain

- Dynamic, collaborative, and performance-driven work environment

- Comprehensive benefits as per company policy