Team Leader

Advantmed; Ahmedabad District; On-site; INR 420,000 - 600,000; Full time

Job summary

Advantmed in Ahmedabad, India, seeks an experienced Team Leader to coach and develop a customer service team, ensuring high performance, service quality and customer satisfaction.

The role includes conducting 1-2-1s, maintaining training plans, and leading the team to deliver excellent individual and collective results. You will report to the Customer Service Manager and drive a performance‑oriented culture.

Note: US shifts are required and the role is office-based in Ahmedabad, India.

Qualifications

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

Responsibilities

• Lead and coach a sales/customer service team to high performance and customer satisfaction.
• Oversee day-to-day line activities and ensure SLAs are met; report to the Customer Service Manager.
• Support Head of Sales to deliver targets and foster a performance‑oriented culture.
• Identify improvements, deliver positive changes, and drive business efficiencies with management.
• Manage budgets and escalate issues to senior leadership as needed.

Skills

Coaching and communication

Leadership

People development

Customer escalations

Energetic and motivating

Creative thinking

Job description

About the Role

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.

Continuous Improvement

• 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

• Team management 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.