Team Leader (Spanish)

Firstcreditonline; Pune District; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Firstcreditonline is seeking a Team Leader – Operations (Spanish) to lead a collections/contact center team in day-to-day operations, including workload planning, performance management, and reporting. The role ensures alignment with business goals and delivers high-quality client experiences.

The ideal candidate will have at least 2 years of call center or collections management experience, strong analytical skills, and fluency in Spanish.

Qualifications

• Spanish language proficiency is mandatory.
• Minimum 2 years of experience in call center or collections management.
• Graduate

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 reports 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 visibility into agent and client experience while mitigating risks.
• Identify and address business trends, KPIs, and improvement opportunities.
• Drive initiatives to enhance client experience and operational efficiency.

Skills

Spanish language

Leadership

Analytical skills

Education

Graduate

Job description

Role: Team Leader – Operations (Spanish)

Role Overview

The Team Leader – Operations (Spanish) 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

Qualifications & Experience

• Graduate

Spanish language proficiency is mandatory for this role