Real Time Operations Monitoring Team Leader

The Real Time Operations Monitoring Team Leader at is responsible for leading and supervising the real-time floor monitoring team to ensure accurate and timely oversight of daily operations. This role is pivotal in maintaining service level agreements (SLAs), productivity, and compliance across all functions within the company.

Key responsibilities include reviewing live performance dashboards to monitor SLA adherence, productivity, and compliance. The team leader provides coaching, guidance, and escalation support to monitoring officers and frontline teams. Additionally, they identify operational risks, compliance breaches, or irregularities and coordinate immediate corrective actions. Collaborating with management to optimize processes, resource allocation, and campaign effectiveness is also a crucial aspect of the role. Preparing and presenting summary reports on performance, incidents, and improvement initiatives is expected.

Candidates should possess a minimum of a D3 degree in any field and have at least 2 years of experience in contact center or collection operations, with at least 1 year in a supervisory or team leader role. Strong knowledge of telemarketing and collection processes, both desk and field, is essential. Proven ability to manage teams, provide coaching, and drive performance improvements is required. Skills in analyzing operational KPIs, identifying trends, and implementing corrective actions are necessary. Familiarity with compliance requirements and risk management in fintech or financial services is important. Proficiency in reporting, monitoring tools, and MS Office or Google Workspace is expected. Excellent leadership, communication, and decision-making skills are crucial. The ability to work under pressure and adapt quickly to dynamic operational needs is also required.