Team Leader - Operations

Job Title: Team Leader – Operations (Collections)Department: Operations / CollectionsLocation: Kolkata (On-site / Hybrid)Experience Required: 2–5 Years in Collections / BPO / Financial ServicesRole Overview:The Team Leader – Operations will be responsible for managing a team handling the collections process, ensuring target achievement, maintaining quality standards, and driving team performance. The role requires strong leadership, process knowledge, and the ability to handle escalations effectively.

• Key Responsibilities:Manage and lead a team of collection executives to achieve daily, weekly, and monthly targets
• Monitor team performance through KPIs such as recovery rate, calls, and resolution efficiency
• Ensure adherence to compliance guidelines and company policies (RBI/Regulatory norms if applicable)
• Handle escalations and resolve customer issues in a professional manner
• Conduct regular team briefings, training, and performance reviews
• Track attendance, productivity, and discipline within the team
• Coordinate with internal departments (Quality, Training, MIS) for process improvement
• Analyze reports and provide actionable insights to improve collections efficiency
• Ensure quality of calls and proper documentation in systems
• Key Skills Required:Strong leadership and team management skills
• Good communication and negotiation abilities
• Knowledge of collections lifecycle (soft collections / hard collections)
• Ability to work under pressure and meet targets
• Proficiency in MS Excel and reporting
• Problem-solving and decision-making skills
• Educational Qualification:Graduate in any discipline (preferred)
• Preferred Industry Experience:NBFC / Banking / FinTech / BPO Collections