Team Lead, India Contact Center

Job Description Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide. Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in. The Manager of the Property Operations Call Center (Leasing Center) India plays a key role in supporting the success of Entrata's Leasing Center department. This position is responsible for supervising front-line leaders and operational team members, and providing daily guidance to achieve performance goals. A successful candidate will work closely with the U.S. Leasing Center leadership team to ensure consistent processes, high-quality service delivery, and effective communication across all regions. This role is internally focused and does not include direct client interaction. Responsibilities will include: - 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 5+ years of relevant experience. - 2+ 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. Strong English proficiency: - 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. Members of the Entrata team aren't just intelligent and ambitious, they're the living embodiment of another core Value: Excellent Alone, Better Together. Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law. It's a great place to work Will you join us We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.