Team Lead - Dialer & MIS Operations | EMI Collections

Job Title: Team Lead - Dialer & MIS Operations (Call Centre) || EMI Collections

Contact: 9663151827 (Sanmay)

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Function:

Employment

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Role Overview:

Resollect is seeking a highly driven and detail-oriented professional to lead our dialer operations, manage real-time MIS reporting, and supervise a dynamic team of 2530 tele-callers. The ideal candidate has experience with dialer platforms like Ozonetel, Exotel, etc, is comfortable working with CRM systems, and brings strong analytical and leadership skills to drive performance in a call-centre environment.

full-time, high-responsibility

Key Responsibilities:

Dialer Operations

• Manage the daily functioning and performance of the dialler system
• Configure call flows, campaigns, and agent allocations based on business needs
• Monitor dialer uptime, call connectivity, and agent productivity metrics
• Troubleshoot issues and coordinate with tech teams for quick resolution

MIS & Analytics

• Develop and maintain structured dashboards and reports for real-time tracking of agent performance, call outcomes, and portfolio status
• Share daily/weekly/monthly performance reports with internal stakeholders
• Ensure accuracy and timeliness of MIS reports no data misses, no quality lapses
• Identify process gaps or irregularities through trend analysis and recommend improvements

Team Leadership

• Supervise and guide a team of 2530 tele-callers to ensure daily targets are met
• Allocate leads, monitor attendance/productivity, and resolve team-level escalations
• Provide coaching and performance feedback to individual team members
• Drive adherence to SOPs, call quality standards, and compliance protocols

Stakeholder Collaboration

• Coordinate with recovery managers, product teams, and field/legal teams for seamless operations
• Respond to ad-hoc report requests and management inputs on short notice

Ideal Profile & Requirements

• 3+ years of experience

  in managing dialer platforms, preferably Ozonetel or similar
• Strong background in

  MIS reporting

  , preferably in a call centre or recovery operations context
• Hands-on experience in managing tele-caller teams in high-volume environments
• Familiarity with CRM tools and reporting platforms (Excel, Google Sheets, etc.)
• Excellent analytical and problem-solving skills
• Strong leadership, communication, and people management abilities
• Proven ability to work under pressure and handle multiple operational priorities
• Hands-on mindset ready to roll up sleeves and lead from the front.

Why Join Resollect?

• Competitive compensation + incentive structure
• Tech-enabled workflows and automation-first approach
• Opportunity to be part of a high-growth fintech revolutionising collections
• Fast-track career growth