Job Description

We are looking for a performance-driven Team Leader with proven experience managing international voice collections operations. The role requires strong leadership and collections expertise to drive team productivity, improve recovery rates, optimize cash flow, and reduce Days Sales Outstanding (DSO). The ideal candidate will be capable of developing effective collection strategies, managing client escalations, monitoring performance metrics, and building a high-performing team through continuous coaching and performance management.

Job Details

• Location: Gurugram

• Experience: 5–10 Years

• Band: BPO 3/4

• Work Setup: 100% Work From Office

• Shift: 24/7 rotational shifts, including night shifts

Requirements

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

• Prior team leadership experience in an international voice collections process, covering B2B and/or B2C accounts.

• Excellent verbal and written English communication skills.

• Strong knowledge of collections management, recovery strategies, cash flow improvement, and DSO reduction.

• Proven ability to manage team performance against KPIs, SLAs, and client-defined targets.

• Experience handling escalated collection disputes and managing stakeholder relationships.

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

• Ability to work in a 24/7 environment and report onsite in Gurugram.

Key Responsibilities

• Manage the daily performance and overall delivery of an international collections team handling B2B/B2C accounts.

• Set clear performance expectations, establish individual targets, and drive accountability across the team.

• Develop and execute collection strategies to maximize cash recovery, improve collection efficiency, and minimize DSO.

• Track and analyze key performance indicators, collection trends, and aging reports to identify risks and address performance gaps.

• Conduct regular performance reviews, quality evaluations, coaching sessions, and floor-level feedback to improve individual and team results.

• Take ownership of escalated client disputes and ensure timely, appropriate resolution.

• Identify process inefficiencies and implement improvement initiatives to strengthen collections performance.

• Prepare accurate operational reports and provide performance insights and recommendations to senior management.

• Collaborate with internal departments and external stakeholders to resolve operational challenges and maintain service delivery standards.

• Support team development through ongoing training, knowledge sharing, and performance improvement plans.

• Ensure the team consistently meets productivity, quality, collection, and client-specific targets.

Other Details

• This is a strictly onsite position based in Gurugram.

• Candidates must be flexible to work rotational shifts across a 24/7 operation, including night shifts.