Team Leader – International Voice Collections

Location: Gurugram

Experience: 5–10 Years

Band: BPO 3/4

Job Code: 436911

Work Setup & Schedule

- 100% Work From Office (WFO)
- 24/7 rotational shifts, including night shifts

Job Summary

We are looking for an experienced Team Leader to manage an international voice collections team handling B2B/B2C accounts.

The role will focus on leading and mentoring collections professionals, improving team performance, maximising cash flow, reducing Days Sales Outstanding (DSO), managing escalations, and ensuring achievement of client-defined targets and operational KPIs.

Key Responsibilities

- Lead, mentor, and manage a team of collections professionals.
- Set performance goals and conduct regular performance reviews.
- Develop and implement strategies to improve team efficiency and effectiveness.
- Create and execute collections strategies to maximise cash flow and reduce DSO.
- Monitor and analyse collection metrics to identify trends, risks, and improvement opportunities.
- Handle escalated client disputes and work towards satisfactory resolutions.
- Identify opportunities to streamline collections processes and implement best practices.
- Prepare regular collections performance reports, aging reports, and other key metrics for senior management.




- Analyse operational data and provide recommendations to improve collections performance.
- Communicate effectively with internal and external stakeholders.
- Drive achievement of KPIs and client-defined performance targets.
- Monitor team quality, provide feedback, and implement performance improvement plans.
- Conduct floor training, coaching, and ongoing team development.

Required Skills & Experience

- 5–10 years of relevant experience.
- Previous Team Leading experience in international voice operations.
- B2B/B2C collections experience is mandatory.
- Excellent verbal and written English communication skills.
- Strong leadership, coaching, mentoring, and performance-management abilities.
- Good understanding of collections processes, cash flow management, and DSO.
- Ability to analyse collection metrics, aging reports, and operational performance data.
- Strong client-dispute and escalation-management skills.
- Experience communicating with internal and external stakeholders.
- Ability to work in a target-driven environment and meet client-defined KPIs.

Significant Information

- 100% onsite work arrangement.
- Must be willing to work 24/7 rotational shifts, including nights.
- Former TCS employees are not eligible to apply.
- PAN and Date of Birth (DOB) are mandatory for profile creation.

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