– Contact Centre Team Lead

Role Type: People Manager

Experience: 5–8 Years

Function: Contact Centre Operations / Customer Acquisition

About The Company

Amara Raja Energy & Mobility Limited (ARE&M;) is the flagship company of the Amara Raja Group, one of India's prominent business groups, with a strong presence in energy storage, automotive batteries, industrial power solutions, and emerging recent-energy technologies. Established in 1985, the company has grown into a major manufacturer of automotive and industrial batteries, serving customers across India and international markets.

Headquartered in Tirupati, Andhra Pradesh, with its corporate office in Hyderabad, the company combines manufacturing expertise, technological innovation, research and development, and customer-focused solutions to meet the evolving energy requirements of the automotive, industrial, telecommunications, and electric mobility sectors.

The Amara Raja Group is one of the fastest growing conglomerates in India with a revenue exceeding USD 2 Billion through highly engaged customers across the Globe.

1. Role Overview

Amaron Assist is looking for an experienced Contact Centre Team Lead to manage a team of approximately 30 Contact Centre Agents responsible for converting customer leads into bookings for car servicing, repairs, and related automotive services.

The role involves managing team productivity, ensuring timely lead responses and follow-ups, improving lead-to-booking conversion, and maintaining high standards of customer experience and process compliance. The ideal candidate should have strong team management, performance monitoring, coaching, and customer acquisition skills.

2. Key Responsibilities

A. Team Management & Performance Monitoring

- Manage and lead a team of approximately 30 Contact Centre Agents.

- Allocate leads effectively and monitor individual and team productivity.

- Conduct daily team huddles, performance reviews, and target-setting sessions.

- Track agent performance against defined business targets and operational KPIs.

- Drive employee engagement, performance improvement, and incentive mechanisms.

- Manage team attendance, discipline, and attrition.

B. Lead Management & Booking Conversion

- Ensure timely lead allocation, response, and follow-up as per defined SLAs.

- Monitor calls attempted, connectivity percentage, talk time, follow-up adherence, lead ageing, and booking conversion.





- Identify bottlenecks in the lead-to-booking funnel and implement corrective actions.

- Analyze reasons for lead rejection, customer drop-offs, and non-conversion.

- Drive revenue and booking targets through improved agent productivity and conversion rates.

- Ensure effective lead tracking and closure within defined timelines.

C. Quality Assurance & Customer Experience

- Monitor call quality, customer interactions, and adherence to calling scripts and processes.

- Conduct call listening sessions, coaching, feedback discussions, and role-play exercises.

- Ensure agents follow standard operating procedures (SOPs) and customer communication guidelines.

- Handle customer escalations, complaints, and operational issues.

- Drive improvements in customer satisfaction and overall service experience.

D. Reporting & Performance Analytics

- Prepare and maintain daily and weekly team performance reports.

- Track key metrics, including lead-to-booking conversion, connectivity, SLA adherence, lead ageing, and revenue per agent.

- Analyze performance trends and identify opportunities for operational improvement.

- Develop action plans for underperforming agents and monitor progress.

- Share performance insights and operational updates with management.

E. Cross-Functional Coordination

- Work closely with CRM and Digital Marketing teams to improve lead quality and conversion.

- Coordinate with business and operations teams to resolve booking-related issues.

- Provide feedback on customer objections, lead quality, and campaign performance.

- Support process improvements to enhance customer acquisition and contact centre efficiency.

3. Additional Responsibilities – Vernacular Contact Centre Team Lead For the Vernacular Team Lead position, the following additional responsibilities apply:

- Own contact centre operations for assigned regional-language customer segments.

- Develop and refine language-specific calling scripts, customer communication, and objection-handling approaches.

- Monitor agent performance and conversion rates across regional-language cohorts.





- Identify language-specific customer behaviour, objections, and booking opportunities.

- Coach agents on effective communication in the assigned regional language.

- Recommend localized engagement strategies to improve connectivity, conversion, and customer satisfaction.

4. Key Result Areas (KRAs)

- Lead-to-Booking Conversion: Improve the percentage of leads converted into confirmed bookings.

- Connectivity Rate: Maximize successful customer connections through effective calling strategies.

- SLA Adherence: Ensure timely lead responses and follow-ups.

- Agent Productivity: Improve calls, follow-ups, and bookings per agent.

- Revenue & Bookings per Agent: Achieve defined individual and team booking targets.

- Lead Ageing: Minimize delays in lead handling and follow-up.

- Call Quality: Maintain quality scores and adherence to scripts and processes.

- Customer Satisfaction: Improve customer experience and resolution of complaints.

- Team Attrition: Maintain team stability and improve employee retention.

5. Required Skills & Competencies

- 5–8 years of experience in contact centre operations, telesales, telecalling, customer acquisition, or customer service.

- Prior experience managing a team of agents, preferably in a high-volume contact centre environment.

- Strong understanding of lead management, follow-up processes, SLAs, and conversion metrics.

- Experience in performance monitoring, target achievement, and productivity management.

- Hands-on experience with CRM systems, dialers, contact centre dashboards, and reporting tools.

- Strong coaching, call monitoring, feedback, and team leadership skills.

- Ability to analyze performance data and implement corrective action plans.

- Excellent communication, problem-solving, and escalation-management skills.

- Ability to work in a target-driven environment and manage multiple operational priorities.

6. Preferred Experience

- Experience in automotive services, e-commerce, online marketplaces, hyperlocal services, or consumer-facing businesses.

- Experience in telesales, inbound/outbound calling, lead conversion, or appointment and booking management.

- Exposure to incentive planning, quality assurance, and performance improvement initiatives.

- For the Vernacular Team Lead role, proficiency in the relevant regional language and experience managing regional-language calling operations are preferred.

📌 Contact Centre Team Lead (Delhi)
🏢 Consultbae India
📍 Delhi