Job Description

About the Role

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We are seeking an experienced Team Leader to lead, coach, and develop a customer service team while ensuring high performance, service quality, and customer satisfaction.

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Responsibilities:

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Team Management:

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- Work closely with the team, motivating and coaching them.
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- Host 1-2-1s and team meetings.
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- Ensure training and development plans are maintained for all team members.
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- Lead and inspire a team of sales agents to deliver excellent levels of individual and team performance and customer satisfaction.
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Operational Oversight:

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- Manage day-to-day line activities and priorities and make risk/impact assessments within existing processes and procedures toward achieving SLAs.
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- Report to the Customer Service Manager.
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- Manage the fair and consistent application of performance management and disciplinary measures as necessary.
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Performance and Culture:

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- Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved.
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- Support the Head of Sales to deliver business targets and objectives and create a performance-oriented culture.
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Continuous Improvement:

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- Keep up to date with business development and new product lines.
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- Keep up to date with industry changes affecting the business and relay this knowledge to the team.




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- Work with the management team to identify and deliver positive changes and business efficiencies.
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- Support the Operations Manager to highlight operational risks and areas for improvement.
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- Support the Senior Manager to highlight operational risks and areas for improvement.
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Budget and Target Management:

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- Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.
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- Escalate appropriate problems to senior management.
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Required Skills and Experience:

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Experience:

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- Team management experience.
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- Minimum of 2 years’ experience within a contact center environment as a Team Manager.
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- Experience within customer services.
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Skills:

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- Coaching and communication skills.
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- Excellent leadership and communication skills.
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- Robust coaching and people-development skills through call listening, quality feedback, etc.
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- Ability to deal with demanding customers and escalations.
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- Energetic and motivating individual.
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- Creative thinking.
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Additional Information:

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- This position requires working US shifts, so flexibility is essential.
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- Location is based in Ahmedabad, India, with a requirement to work from the office.
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📌 Team Leader (Ahmedabad)
🏢 Advantmed
📍 Ahmedabad