Team Lead, India Contact Center

Entrata India

5 - 10 years

6 - 10 Lacs

pune

Posted:2 weeks ago| Platform:

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Skills Required

contact center insurance ai call center communication tools artificial intelligence microsoft office suite microsoft office leasing marketing operations service delivery recruitment coaching property management communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities will include:

Supervise a team of 10-15 Leasing Professionals, ensuring each team member has the tools, training, and support to succeed.
Assist with calls during periods of high volume to maintain service levels.
De-escalate and resolve complex or sensitive customer concerns professionally.
Prepare for and lead regular team meetings to communicate updates, share feedback, and foster engagement.
Report daily attendance and adherence updates to the Workforce Management team.
Partner with recruiting to support the interview and hiring process for new Leasing Professionals.
Participate in weekly team meetings, 1:1 check-ins with the Manager, and monthly management meetings.
Administer and track Performance Improvement Plans (PIPs) as needed to drive performance and development.
Document all employee interactions, coaching, and feedback
Collaborate with U.S.-based leaders and cross-functional support departments to resolve escalations and ensure smooth operations.
Communicate proactively with the assigned Manager regarding team performance, feedback, and operational needs.
Model and promote Entratas company values and maintain a consistent standard of excellence.
Support business needs by taking back-to-back calls for the duration of the shift as required.

Minimum Qualifications:

Total 5+ years of relevant experience.
2+ years of experience as a Supervisor.
Proven ability to complete projects and tasks accurately and on time.
Reliable, flexible, and available to work varied hours, including weekends and holidays, as business needs require.
Excellent written and verbal communication skills.

Strong English proficiency:

Speaks clear, natural English that is easy to understand.
Explains information simply, confidently, and in a professional tone.
Writes concise, accurate notes with proper spelling, grammar, and punctuation.
Quickly reads, understands, and applies information such as property details, notes, and policies.
Excellent interpersonal skills with the ability to build trust and work effectively with diverse teams.
Knowledge of financial and budgetary principles.
Self-motivated with strong decision-making and problem-solving abilities.
Able to collaborate effectively in a team-oriented environment.

Preferred Qualifications:

Previous leadership or supervisory experience, particularly in a contact center.
Experience using Google Workspace or Microsoft Office Suite (Docs/Word, Sheets/Excel, Slides/PowerPoint).
Experience in a contact center or property management support environment is a plus.

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