Job Description:

Job Summary

We are looking for an experienced Team Lead to manage Inbound and Outbound Email & Chat

operations for the process. The candidate will be responsible for driving sales

performance, managing team productivity, ensuring service excellence, and achieving business

targets.

Key Responsibilities

Team Management

∙Lead, coach, and motivate a team of Email & Chat Executives.

∙Monitor attendance, productivity, and adherence to process guidelines.

∙Conduct regular performance reviews, feedback sessions, and team huddles.

∙Handle customer and process escalations effectively.

Sales & Target Achievement

∙Drive team sales performance and ensure achievement of monthly targets.

∙Monitor conversion rates and implement strategies to improve results.

∙Promote upselling and cross-selling opportunities through customer interactions.

∙Track and report daily, weekly, and monthly sales performance.

Operations & Quality

∙Ensure timely resolution of customer queries within defined SLAs.





∙Maintain high standards of customer experience and communication quality.

∙Monitor KPIs including Productivity, Quality, CSAT, and Revenue.

∙Coordinate with Quality, Training, and Operations teams for continuous improvement.

Reporting & Process Improvement

∙Prepare and share performance reports with management.

∙Analyze team performance data and implement corrective action plans.

∙Identify process gaps and recommend improvements to enhance efficiency and results.

Required Skills

∙Minimum 2+ years of experience as a Team Leader in BPO, Customer Support, Sales,

Email, or Chat processes.

∙Solid team handling and people management skills.

∙Proven ability to drive sales and achieve targets.

∙Excellent communication, coaching, and problem-solving abilities.

∙Good knowledge of MS Excel, CRM tools, and performance reporting.

∙Ability to work in a quick-paced, target-driven workplace.

Preferred Profile

∙Experience in Financial Services, FinTech, Credit

📌 Team Lead – Inbound Pune
🏢 Mantras2Success
📍 Pune