Job Description

We are seeking an experienced Team Leader to oversee international voice collections operations. The successful candidate will lead a team, drive collection performance, ensure service quality, and support the achievement of operational and client targets.

Job Details

- Location: Gurugram

- Work Setup: 100% Work From Office

- Experience: 5–10 years

- Band: BPO 3/4

- Work Schedule: 24/7 rotational shifts, including night shifts

Requirements

- Excellent verbal and written English communication skills.

- Previous team leadership experience in international voice collections.

- Experience handling B2B and B2C collections.

- Strong knowledge of collection strategies, performance metrics, and operational processes.

- Ability to coach teams, resolve escalations, and drive performance improvements.

- Solid analytical, problem-solving, and stakeholder management skills.

Key Responsibilities

- Manage and guide the collections team to achieve productivity, quality, and collection targets.





- Monitor KPIs, SLAs, collection trends, and individual team performance.

- Develop strategies to improve cash flow, reduce Days Sales Outstanding (DSO), and enhance collection efficiency.

- Conduct coaching sessions, quality reviews, team huddles, and performance evaluations.

- Address escalated client disputes and ensure timely resolution.

- Identify operational gaps and implement process improvements and corrective action plans.

- Prepare and present reports on collection performance, aging, and key operational metrics.

- Coordinate with internal teams and external stakeholders to ensure service delivery and client satisfaction.

- Support employee development, engagement, and overall team performance.

Other Details

- Must be willing to work onsite in Gurugram and accommodate rotational 24/7 shifts, including nights.

📌 Job Opening: Team Leader - International Collections (Gurugram)
🏢 Gratitude
📍 Gurugram