Team Leader

Firstcreditonline; Pune District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Firstcreditonline is seeking a Team Leader – Operations to provide day-to-day operational leadership to a collections/contact centre team in Pune. You will manage workload, people performance, and reporting to ensure client experience aligns with business goals.

The role emphasizes forecasting, scheduling, recruitment planning, and driving efficiency in inbound/outbound resources, while mitigating risks and delivering consistent service.

Qualifications

• Minimum 2 years of experience in call center or collections management.
• Strong analytical skills to identify business trends, KPIs, and improvement opportunities.
• Ability to drive initiatives that enhance client experience and operational efficiency.

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 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 clear visibility into agent and client experience while mitigating operational, financial, and reputational risks.
• Minimum 2 years of experience in call center or collections management (strongly preferred).
• Strong analytical skills to identify business trends, KPIs, and improvement opportunities.
• Ability to drive initiatives that enhance client experience and operational efficiency.

Skills

Team leadership

Performance management

Reporting

Forecasting

Scheduling

Recruitment planning

Call center experience

Collections management

Analytical skills

Client experience

Operational efficiency

Job description

The Team Leader – Operations will be responsible for providing day‑to‑day operational leadership to a team within a collections/contact center environment. 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 clear visibility into agent and client experience while proactively mitigating operational, financial, and reputational risks
• Minimum 2 years of experience in call center or collections management (strongly preferred)
• Strong analytical skills to identify business trends, KPIs, and improvement opportunities
• Ability to drive initiatives that enhance client experience and operational efficiency