About the Role /n 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. /n /n Responsibilities: /n /n Team Management: /n /n

- Work closely with the team, inspiring 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.

/n /n Operational Oversight: /n /n

- 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.

/n /n Performance and Culture: /n /n

- 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.

/n /n Continuous Improvement: /n /n

- 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.

/n /n Budget and Target Management: /n /n

- 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.

/n /n /n Required Skills and Experience: /n Experience: /n /n

- 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.

/n /n Skills: /n /n

- Coaching and communication skills.

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- Excellent leadership and communication skills.

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- Strong 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.

/n /n Additional Information: /n /n

- 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