Team Leader (Collections)

Location: Gurugram
Experience: 5–10 Years
Work Mode: 100% Work From Office (WFO)
Shift: 24x7 Rotational Shifts, Including Night Shifts

Job Summary

We are looking for an experienced Team Leader to manage and mentor a team of collections professionals handling international B2B/B2C collections. The ideal candidate should have strong leadership, communication, analytical, and stakeholder management skills, with a proven track record of achieving collection targets and improving team performance.

Key Responsibilities

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

- Develop and implement strategies to improve team efficiency and operational effectiveness.

- Drive effective collection strategies to maximize cash flow and reduce Days Sales Outstanding (DSO).

- Monitor and analyze collection metrics to identify trends, potential issues, and improvement opportunities.

- Handle escalated client disputes and ensure timely and satisfactory resolutions.

- Identify opportunities to streamline collection processes and implement best practices.

- Prepare regular performance reports, aging reports, and other key metric reports for senior management.

- Analyze data to support informed decisions and recommend improvements to collection practices.





- Coordinate with internal and external stakeholders to ensure smooth operations.

- Ensure achievement of KPIs, service-level agreements, and client-defined targets.

- Provide regular quality feedback and performance coaching to team members.

- Conduct training and coaching sessions on the floor to enhance team performance.

Required Skills and Qualifications

- 5–10 years of relevant experience in the BPO/collections domain.

- Prior experience leading an international voice process team handling B2B/B2C collections.

- Excellent verbal and written English communication skills.

- Robust leadership, team management, and problem-solving abilities.

- Valuable understanding of collections strategies, aging reports, cash flow, and DSO.

- Strong analytical skills and the ability to interpret performance metrics.

- Experience in stakeholder management, escalation handling, and performance management.

- Ability to work in a 24x7 environment, including night shifts.

Important Information

- Work Location: Gurugram (100% WFO).

- Shift Requirements: 24x7 shifts, including night shifts, are applicable by default.

- Eligibility: Former TCS employees are not eligible to apply.

- Mandatory Details: PAN and Date of Birth (DOB) are required for profile creation.

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