Functional Area: Operations

Role: Team Leader - Operations

Employment Type: Full-Time | Permanent

Role Overview

The Team Leader - Operations will be responsible for providing day-to-day operational leadership to a team within a collections/contact center workplace. The role involves workload planning, performance management, reporting, and ensuring alignment of team objectives with overall business goals. The incumbent will play a key role in driving productivity, managing workforce requirements, and delivering a consistent and high-quality client experience.

Key Responsibilities
- Provide day-to-day leadership, guidance, and supervision to the assigned team
Continuously review and manage team productivity and performance
Ensure team objectives are aligned with organizational goals and business strategy
Prepare and publish operational reports, including but not limited to: Pending Reports, Productivity Reports, Rosters, out-of-TAT cases, Allocation and ad-hoc report as required.
Manage long-range forecasting, scheduling, shift bidding,



and recruitment planning for collections operations
Drive efficiency and effectiveness in inbound and outbound FTE resource management
Ensure transparent visibility into agent and client experience while proactively mitigating operational, financial, and reputational risks

Required Skills & Competencies
- Minimum 2 years of experience in call center or collections management (strongly preferred)
Solid analytical skills to identify business trends, KPIs, and improvement opportunities
Ability to drive initiatives that enhance client experience and operational efficiency

Qualifications & Experience
- Graduate

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Team Leader Pune
🏢 First Credit ITES
📍 Pune