Job Description

We are looking for an experienced Team Leader to manage an international voice collections team supporting B2B and B2C operations. The ideal candidate will have strong collections knowledge, proven team leadership experience, and the ability to drive cash recovery, improve team performance, and achieve client-defined service targets.

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 professional experience.

• Previous experience leading an international voice process, specifically B2B/B2C collections.

• Excellent verbal and written English communication skills.

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

• Experience monitoring team performance, KPIs, SLAs, and client-defined targets.

• Strong analytical, reporting, and problem-solving skills.

• Ability to manage escalations, client disputes, and stakeholder relationships.

• Flexibility to work onsite and across 24/7 rotational shifts, including nights.

Key Responsibilities

• Lead, manage, and mentor a team of collections professionals, setting performance goals and conducting regular performance reviews.

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

• Monitor collection metrics, identify performance trends, and address operational gaps.

• Ensure achievement of KPIs, SLAs, quality standards, and client-defined targets.

• Handle escalated customer and client disputes and drive timely resolutions.

• Conduct regular coaching, floor training, quality reviews, and performance feedback sessions.

• Identify process inefficiencies and implement best practices to improve team productivity.

• Prepare and present collections performance reports, aging reports, and operational updates to senior management.

• Analyze operational data and recommend improvements to collections performance.

• Coordinate with internal and external stakeholders to ensure smooth operations and issue resolution.

• Drive team accountability, service quality, and continuous performance improvement.

Key Competencies

• Strong people management and leadership skills.

• Excellent communication and stakeholder management.

• Analytical thinking and decision-making abilities.

• Conflict resolution and escalation management.

• Coaching, mentoring, and performance management.

• Results-oriented approach with a focus on operational excellence.

Work Arrangement

• This is a 100% onsite position in Gurugram.

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