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 setting.
• 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