Team Lead - Contact center/Operations

Advantmed; Gandhinagar; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Advantmed in Gandhinagar, Gujarat, is seeking a Team Lead - Contact Center/Operations to guide frontline teams, optimize performance, and ensure exceptional service delivery. The role requires supervision of daily operations, coaching, and process improvements in a fast-paced contact center environment.

You will mentor staff, manage schedules, monitor KPIs, and drive continuous improvement while maintaining compliance and high customer satisfaction.

Qualifications

• 2+ years of experience in a Call Center/Contact Center/Operations environment.
• Proven experience leading and managing teams.
• Strong 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.

Responsibilities

• Lead and oversee daily contact center operations to ensure efficient workflow and service delivery.
• Monitor team performance against 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.

Skills

Team Leadership

People Management

KPI & SLA Management

Reporting & Analytics

Call Center Operations

Stakeholder Management

Coaching & Mentoring

Process Improvement

Quality & Compliance

Communication Skills

Education

Graduate in any discipline

Job description

Designation: Team Lead - Contact Center/Operations

Location: Gandhinagar, Gujarat

Shift: Night Shift (8:00 PM to 5:30 AM IST)

Company: Advantmed

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.