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. ∙Strong team handling and people management skills. ∙Proven ability to drive sales and achieve targets. ∙Excellent communication, coaching, and problem-solving abilities. ∙Valuable knowledge of MS Excel, CRM tools, and performance reporting. ∙Ability to work in a fast-paced, target-driven environment.

Preferred Profile ∙Experience in Financial Services, FinTech, Credit Card, Loan, or Credit-related processes is preferred. ∙Strong leadership mindset with a focus on customer satisfaction and business growth.

📌 Team Lead – Inbound & Outbound Email/Chat Operations (Pune)
🏢 Mantras2Success
📍 Pune