Team Lead - Inbound & Outbound Email/Chat Operations

Opening: 1 Nos.

Employment Type: Full Time

Work Experience: 2.0 Year(s) To 5.0 Year(s)

CTC Salary: 3.00 LPA TO 5.00 LPA

Function: ITES / BPO / KPO / Customer Service / Operations

Industry: Banking/Financial Services

Qualification: Any - Any Graduation

Location: Pune

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

📌 Team Lead – Inbound (Pune)
🏢 Mantras2Success Consultants
📍 Pune