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.