Walk-in || SMFG India Credit _ Walk In Drive Team Leader

SMFG India Credit Walk-In Drive

Team Leader – Urban Collection Centre

Walk-In Dates: 27th & 28th August 2026
Time: 11:00 AM to 4:00 PM

Job Summary

SMFG India Credit is hiring Team Leaders – Urban Collection Centre to manage contact centre operations, monitor team performance, ensure timely case closure, improve customer service, and drive process and quality improvements.

The role involves managing a team of 15–20 employees, monitoring closure TATs, identifying process gaps, reducing repeat complaints, and working closely with training and process teams to improve agent productivity and customer experience.

Key Responsibilities

• Manage the overall process assigned to the Urban Collection Centre.
• Lead and monitor a team of 15–20 team members and ensure achievement of defined operational targets.
• Monitor case closure TATs and ensure cases are resolved within agreed timelines.
• Review team performance and provide regular feedback on case handling and productivity.
• Identify process gaps and recommend improvements to enhance efficiency and customer service.
• Focus on First Time Resolution (FTR) to reduce repeat customer complaints.
• Coordinate with the Process Manager on operational issues and improvement opportunities.
• Work closely with the Training Team to identify training requirements for Agents and Team Leaders.
• Provide coaching and feedback on communication, customer handling, process knowledge, and productivity.
• Monitor customer interactions and identify opportunities to improve the overall customer experience.
• Handle escalations and support the team in resolving complex customer issues.
• Monitor operational MIS, productivity, TAT, quality, and complaint-related metrics.

Candidate Profile

• Graduation in any discipline.
• 2–3 years of experience as a Team Leader handling a contact centre/customer service process.
• Overall 3–4 years of experience, preferably in Collection Centre / Contact Centre operations.
• Experience managing a team of approximately 15–20 members.
• MUST BE WELL VERSED IN KANNADA LANGUAGE.
• Strong verbal and written communication skills.
• Ability to quickly understand and resolve customer issues.
• Strong coaching, team management, and performance-monitoring skills.
• Good analytical and problem-solving abilities.
• Strong focus on TAT, FTR, productivity, quality, and customer satisfaction.

Important Note

Candidates who are currently not working pls do not apply for the job.

Mandatory Requirement: Candidates MUST be well versed in Kannada.

Walk-In Venue

SMFG India Credit Co. Ltd.
Commerzone IT Park, Tower B, 1st Floor,
Mount Poonamallee Road, Porur,
Chennai, Tamil Nadu – 600116

Contact for Gate Pass

Gayathri Anand: [phone removed]
Surjith: [phone removed]

Candidates are requested to carry an updated resume and valid ID proof.

Walk in and explore your next career opportunity with SMFG India Credit.