Team Lead, India Contact Center

Location: Pune, India
Department: Leasing Center

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions.

A Supervisor is a vital member of the Leasing Center management team and plays a critical role in the overall success of the department.  This position serves as the primary leader, coach, and mentor to a team of Leasing Professionals, ensuring they deliver high-quality service and represent Entrata’s values in every interaction.  The Supervisor reports directly to an assigned Manager of the Leasing Center. 

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 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.

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?