# Team Lead, India Contact Center

**Company**: Entrata
**Location**: Pune, India
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.lever.co/entrata/30fb4573-ce47-426c-87a9-09ceeecf1665?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a5d25f9d-c6c

## Description

We are seeking a Team Lead to join our Leasing Center team in Pune, India. As a Team Lead, you will play a critical role in leading a team of Leasing Professionals, ensuring they deliver high-quality service and represent Entrata's values in every interaction.

Responsibilities:

- Supervise a team of 10-15 Leasing Professionals, ensuring each team member has the tools, training, and support to succeed.

- Assist with calls during periods of high volume to maintain service levels.

- De-escalate and resolve complex or sensitive customer concerns professionally.

- Prepare for and lead regular team meetings to communicate updates, share feedback, and foster engagement.

- Report daily attendance and adherence updates to the Workforce Management team.

- Partner with recruiting to support the interview and hiring process for new Leasing Professionals.

- Participate in weekly team meetings, 1:1 check-ins with the Manager, and monthly management meetings.

- Administer and track Performance Improvement Plans (PIPs) as needed to drive performance and development.

- Document all employee interactions, coaching, and feedback.

- Collaborate with U.S.-based leaders and cross-functional support departments to resolve escalations and ensure smooth operations.

- Communicate proactively with the assigned Manager regarding team performance, feedback, and operational needs.

- Model and promote Entrata's company values and maintain a consistent standard of excellence.

- Support business needs by taking back-to-back calls for the duration of the shift as required.

Minimum Qualifications:

- Total of 8+ years of relevant experience.

- 3+ years of experience as a Supervisor.

- Proven ability to complete projects and tasks accurately and on time.

- Reliable, flexible, and available to work varied hours, including weekends and holidays, as business needs require.

- Excellent written and verbal communication skills.

- Speaks clear, natural English that is easy to understand.

- Explains information simply, confidently, and in a professional tone.

- Writes concise, accurate notes with proper spelling, grammar, and punctuation.

- Quickly reads, understands, and applies information such as property details, notes, and policies.

- Excellent interpersonal skills with the ability to build trust and work effectively with diverse teams.

- Knowledge of financial and budgetary principles.

- Self-motivated with strong decision-making and problem-solving abilities.

- Able to collaborate effectively in a team-oriented environment.

Preferred Qualifications:

- Previous leadership or supervisory experience, particularly in a contact center.

- Experience using Google Workspace or Microsoft Office Suite (Docs/Word, Sheets/Excel, Slides/PowerPoint).

- Experience in a contact center or property management support environment is a plus.

## Skills

### Required
- English
- leadership
- communication
- problem-solving
- time management

### Nice to have
- Google Workspace
- Microsoft Office Suite
- contact center experience
- property management support

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/entrata/30fb4573-ce47-426c-87a9-09ceeecf1665?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)