Team Leader Operations (Collections)

As a Team Leader in Collections with a solid background in call center operations, you will have the exciting opportunity to lead a high-performing team and drive efficiency and productivity in Thane. You will play a critical role in ensuring that team goals align with the business strategy by monitoring and reviewing daily productivity. Additionally, you will be responsible for publishing productivity reports, pending reports, roster, out-of-TAT cases, allocation reports, and providing necessary data as required. Your role will also involve managing collections forecasting, resource planning, scheduling, shift bidding, and recruitment planning to optimize resource allocation. Leading your team through ongoing change management to maximize business performance is another key aspect of your responsibilities. Your ability to provide business analysis, recommendations, and workforce consultation will be crucial in improving operational efficiency. Collaboration with the National Team to execute strategies and ensure an optimal client experience will be an essential part of your role. You will need to ensure a first-class customer experience while mitigating operational, financial, and reputational risks. Adaptability to working in a 24x7 rotational shift environment is essential to ensure seamless operations across different time zones. To excel in this role, you should have a minimum of 2 years of call center/collections management experience, a strong understanding of inbound & outbound call environments, collections processes, and workforce management. Your analytical skills will be put to the test as you identify business trends, analyze key performance indicators (KPIs), and drive improvements. Your leadership and team management abilities, coupled with excellent collaboration and communication skills, will be instrumental in building relationships with cross-functional teams and stakeholders. If you are looking for a challenging yet rewarding opportunity, this position offers a competitive salary, growth opportunities, and the chance to be part of a high-performing team where you can lead, innovate, and make a significant impact.,