About the role
Role OverviewThe 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
Required Skills & Competencies
- 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