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 prospects 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