Team Lead, India Contact Center at Entrata

Pune, Maharashtra, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Property Management, Real Estate, Software, Contact CenterIndustries

Requirements

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

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

Skills

Key technologies and capabilities for this role

Team SupervisionCall Center ManagementPerformance ManagementTrainingDe-escalationService DeliveryProcess ConsistencyLeadershipOperational GuidanceHigh-Volume Support

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this Team Lead role?

This information is not specified in the job description.

What are the key responsibilities and skills needed for this role?

The role involves supervising a team of 10-15 Leasing Professionals, assisting with calls during high volume, de-escalating customer concerns, leading team meetings, reporting attendance, partnering with recruiting, and collaborating with U.S. leaders while modeling company values.

What is the team size for this Team Lead position?

The position supervises a team of 10-15 Leasing Professionals.

What does Entrata's company culture emphasize?

Entrata emphasizes transparent communication, executive town halls, collective excellence, boldness, resilience, different perspectives, and maintaining a consistent standard of excellence.

Entrata

Property management software with integrated tools

About Entrata

Entrata provides property management software that simplifies the management of apartment communities. Its platform offers a single-login access to various online tools, including websites, mobile apps, payment processing, lease signing, accounting, and resident management. This software allows property management companies to operate more efficiently by integrating with third-party applications through an open API, enabling customization of their technology solutions. Unlike many competitors, Entrata focuses on creating a comprehensive suite of tools that enhance both operational efficiency and resident experiences. The goal of Entrata is to streamline property management processes and improve the overall experience for both property managers and residents.

Lehi, UtahHeadquarters

2003Year Founded

$493.2MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Enterprise Software, Real EstateIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Paid Vacation

Flexible Work Hours

Remote Work Options

401(k) Retirement Plan

401(k) Company Match

Wellness Program

Mental Health Support

Parental Leave

Employee Discounts

Risks

'Inception Fraud' poses a significant risk to property management companies, including Entrata.

The convergence of hospitality and residential technology increases competition in the multifamily market.

New tech-enabled hospitality companies can challenge Entrata's market position.

Differentiation

Entrata offers a single-login, open-access platform for property management.

The platform integrates with third-party applications through an open API.

Entrata serves over 20,000 apartment communities with comprehensive management tools.

Upsides

Entrata's partnership with Freddie Mac enhances residents' financial stability through credit-building.

The integration with Respage boosts marketing and automation capabilities for property managers.

Entrata's expanded API program facilitates seamless technology integrations with partners like Hott Solutions.

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