Team Lead / Sr. Team Lead – Operations

Location: Jayanagar, Bengaluru

Job Type: Full-Time

Shift: Day Shift | 9:00 AM – 6:00 PM

Weekly Off: Sunday

Salary: ₹30,000 – ₹35,000 CTC per month

Education: Graduation – Any Stream

Languages: Fluent in 2 or more South Indian regional languages

Job Summary

We are looking for an experienced Team Lead / Senior Team Lead – Operations to manage a team handling an Outbound Tele-Collections Process.

The ideal candidate should have solid team-handling skills, experience in BPO operations and tele-collections, and a proven ability to drive productivity, quality, and collection targets.

Key Responsibilities

- Manage and supervise a team of outbound tele-collections executives.
- Drive the team to achieve daily, weekly, and monthly collection targets.
- Monitor individual and team performance and identify areas for improvement.
- Conduct regular coaching, feedback, and performance improvement sessions.
- Ensure adherence to quality standards, collection processes, and company policies.
- Monitor calls and conduct quality audits to maintain process compliance.
- Develop strategies to improve productivity, recovery rates, and overall team performance.
- Prepare and maintain daily, weekly, and monthly performance reports.
- Analyze operational data and identify trends, gaps, and improvement opportunities.
- Handle escalated customer queries, complaints, and complex collection cases.
- Coordinate with internal stakeholders to resolve operational challenges.




- Conduct training and knowledge-sharing sessions for team members.
- Ensure the team follows all applicable collection and compliance guidelines.

Requirements
- Bachelor's degree in any discipline.
- Proven experience as a Team Lead / Senior Team Lead in a BPO environment.
- Experience specifically in Outbound Tele-Collections / Collections Process is required.
- Strong knowledge of tele-collections processes, recovery practices, and compliance requirements.
- Excellent leadership and people-management skills.
- Ability to motivate, coach, and manage a team effectively.
- Robust communication and interpersonal skills.
- Good analytical and problem-solving abilities.
- Experience working with CRM systems, collection software, and reporting tools.
- Ability to handle escalations and complex customer cases.
- Target-oriented approach with a strong focus on achieving business goals.
- Ability to work under pressure and manage changing priorities.

Preferred Skills Team Management | Outbound Collections | Tele-Collections | BPO Operations | Performance Management | Coaching & Training | Quality Monitoring | Customer Escalation | MIS & Reporting | Target Achievement

Compensation & Work Schedule

Salary: ₹30,000 – ₹35,000 CTC per month

Shift: 9:00 AM – 6:00 PM

Working Days: 6 days a week

Weekly Off: Sunday

Location: Jayanagar, Bengaluru

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Team Leader (Collection) (Jayanagar)
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