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 professional 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 & Continuous Improvement

- Ensure consistent adherence to quality standards, operational procedures, and regulatory requirements.
- Conduct operational reviews, audits, and performance assessments to identify process gaps and compliance risks.
- Drive corrective and preventive action plans to improve quality outcomes and operational efficiency.
- Collaborate with Quality, Training, and Operations stakeholders to enhance team capability and service standards.
- Lead continuous improvement initiatives focused on customer experience, process optimization, and cost efficiency.
- Support internal and external audits as required.

Required Skills & Experience

Must-Have

- 2 years of experience in a Call Center, Contact Center, BPO, Customer Support, or Operations environment.
- Proven experience leading and managing teams.
- Strong understanding of KPI, SLA, productivity, quality, and customer satisfaction metrics.
- Excellent communication, interpersonal, and stakeholder management skills.
- Strong analytical and reporting capabilities.




- Experience handling employee performance management and coaching.
- Ability to work effectively in a fast-paced, target-driven environment.

Key Competencies

- Team Leadership & People Management
- Coaching & Mentoring
- Performance Management
- Workforce & Resource Planning
- KPI & SLA Management
- Conflict Resolution
- Process Improvement & Operational Excellence
- Decision-Making & Problem Solving
- Quality & Compliance Management
- Customer Service Operations
- Continuous Improvement Methodologies
- Communication & Collaboration
- Adaptability & Resilience

Preferred Qualifications

- Graduate in any discipline.
- Candidates should not be pursuing full time education.
- Prior experience managing teams within a call center or contact center environment is highly preferred.

What Success Looks Like The successful candidate will drive:

- High team productivity and operational efficiency
- Consistent SLA and KPI achievement
- Strong quality and compliance performance
- Improved employee engagement and retention
- Enhanced customer satisfaction outcomes
- Successful coaching and development of team members
- Continuous process improvement and operational excellence

Why Join Advantmed?

- Opportunity to lead and influence high-impact operations.
- Collaborative and people-centric work culture.
- Exposure to global business operations.
- Career growth opportunities within a rapidly growing organization.
- Be part of a team that values accountability, innovation, and continuous improvement.

Ready to lead, inspire, and make an impact? Join Advantmed as our next Team Lead - Contact Center/Operations and help drive operational excellence every day.

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