Team Leader

Advantmed; Ahmedabad District; On-site; INR 400,000 - 750,000; Full time

Job summary

Advantmed is seeking an experienced Team Leader to guide a customer service team, coach members, and drive high performance and satisfaction.

You will oversee daily operations, ensure training plans, and report to the Customer Service Manager while promoting a performance-oriented culture. This role requires working US shifts and office presence in Ahmedabad, India.

Qualifications

• Minimum of 2 years’ experience within a contact center environment as a Team Manager.
• Experience within customer services.

Responsibilities

• Motivate and coach the team to deliver high performance and customer satisfaction.
• Manage day-to-day activities, priorities, and risk assessments to meet SLAs.
• Report to the Customer Service Manager and apply performance measures fairly.
• Support Head of Sales with targets and create a performance‑oriented culture.
• Identify improvements and training needs to enhance efficiencies.

Skills

Coaching

Leadership

Communication

Call listening

Quality feedback

Escalation handling

Team development

Motivation

Job description

We are seeking an experienced Team Leader to lead, coach, and develop a customer service team while ensuring high performance, service quality, and customer satisfaction.

Responsibilities:

Team Management:

• Work closely with the team, motivating and coaching them.
• Host 1-2-1s and team meetings.
• Ensure training and development plans are maintained for all team members.
• Lead and inspire a team of sales agents to deliver excellent levels of individual and team performance and customer satisfaction.

Operational Oversight:

• Manage day-to-day line activities and priorities and make risk/impact assessments within existing processes and procedures toward achieving SLAs.
• Report to the Customer Service Manager.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.

Performance and Culture:

• Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved.
• Support the Head of Sales to deliver business targets and objectives and create a performance-oriented culture.
• Keep up to date with business development and new product lines.
• Keep up to date with industry changes affecting the business and relay this knowledge to the team.
• Work with the management team to identify and deliver positive changes and business efficiencies.
• Support the Operations Manager to highlight operational risks and areas for improvement.
• Support the Senior Manager to highlight operational risks and areas for improvement.

Budget and Target Management:

• Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.
• Escalate appropriate problems to senior management.

Required Skills and Experience:

Experience:

• Minimum of 2 years’ experience within a contact center environment as a Team Manager.
• Experience within customer services.

Skills:

• Coaching and communication skills.
• Excellent leadership and communication skills.
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations.
• Energetic and motivating individual.
• Creative thinking.

Additional Information:

• This position requires working US shifts, so flexibility is essential.
• Location is based in Ahmedabad, India, with a requirement to work from the office.