Team Lead - Contact Center/Operations
Location: Gandhinagar, Gujarat
Shift: Night Shift (8:00 PM to 5:30 AM IST)

About Advantmed
At Advantmed, we are committed to delivering operational excellence while creating a collaborative and high-performance work environment. We are looking for a proactive and people-focused Team Lead - Contact Center/Operations to lead frontline teams, drive operational performance, and contribute to exceptional service delivery.
This role is ideal for professionals who thrive in a fast-paced contact center environment and have a passion for team leadership, coaching, process improvement, and performance management.

Key Responsibilities
Operations & Performance Management
• Lead and oversee daily contact center operations to ensure efficient workflow and service delivery.
• Monitor team performance against key operational metrics, including KPIs, SLAs, productivity, quality, and customer satisfaction targets.
• Ensure adherence to company policies, operational processes, and compliance requirements.
• Analyze operational data, identify trends,



and provide actionable insights to improve performance.
• Prepare and present performance reports, dashboards, and operational updates to leadership.
• Manage workload distribution, capacity planning, and resource allocation to achieve business objectives.

Team Leadership & People Management
• Lead, motivate, and develop a team of customer service professionals to achieve operational excellence.
• Conduct regular team huddles, one-on-one coaching sessions, and performance reviews.
• Drive employee engagement initiatives and foster a positive, inclusive, and high-performing team culture.
• Provide ongoing coaching and mentoring to improve productivity, quality, and skilled growth.
• Manage attendance, scheduling, leave planning, and workforce adherence.
• Address employee concerns, performance challenges, and conflict resolution in a timely and professional manner.

Quality, Compliance & Continu

📌 Contact Center Team Lead (Gandhinagar)
🏢 Advantmed India
📍 Gandhinagar