Job Description – Team Manager
Location: Turbhe, Navi Mumbai
Qualification: Graduate
Process Type: Chat, Email & Inbound Customer Service
Shift: 24/7 rotational shifts, including night shifts
Week Off: 1 rotational week off
Transport: No pickup/drop facility
CTC: Up to ₹9 LPA, depending on current/last drawn CTC
Payout: 8.33%
About the Role
We are looking for an experienced Team Manager / Team Leader to manage customer service operations across Inbound Voice, Email and Chat processes.
The role will be responsible for managing a frontline customer service team while ensuring achievement of operational, quality, productivity and customer-experience metrics.
The ideal candidate should have strong people-management skills, excellent communication ability and experience managing customer-service teams in a 24/7 operational environment.
Key Responsibilities
- Manage a team of customer-service associates handling inbound calls, email and chat interactions.
- Drive achievement of operational KPIs including productivity, quality, CSAT, adherence, attendance and SLA performance.
- Conduct regular team huddles, one-on-one sessions, coaching and performance reviews.
- Identify performance gaps and implement improvement plans.
- Handle customer escalations and ensure timely resolution.
- Work closely with Quality, Training and Workforce Management teams.
- Monitor team performance through operational reports and MIS.
- Manage roster adherence, attendance, shrinkage and workforce availability.
- Support new-hire onboarding and transition to operations.
- Drive employee engagement, motivation and retention.
- Ensure adherence to process guidelines, compliance requirements and organizational policies.
- Participate in operational and client review meetings where required.
Mandatory Requirements
- Graduate in any discipline.
- Minimum 2 years of documented experience as a Team Leader / Team Manager.
- Experience handling Inbound Voice, Email and Chat processes.
- Strong customer-service and people-management experience.
- Excellent verbal and written communication skills – mandatory.
- Strong coaching and performance-management capability.
- Comfortable working in 24/7 rotational shifts, including night shifts.
- Comfortable with 1 rotational week off.
- Candidate should be able to commute independently to Turbhe, as there is no pickup/drop facility.
Preferred
- International process experience.
- Banking / BFSI customer-service experience.
- Experience handling SLA/KPI-driven operations.
- Exposure to client-facing performance reviews.
Interview Process
HR Round → Operations Round → Client Round
Pay: ₹600,000.00 - ₹800,000.00 per year
Application Question(s):
- How many years of documented experience do you have as a Team Leader / Team Manager, and what is the maximum team size you have handled?
- Have you managed a blended customer-service process involving Inbound Voice, Email and Chat? Please specify the duration and process type.
- Which operational KPIs have you directly managed, such as CSAT, NPS, AHT, Quality, SLA, Productivity, Adherence, Shrinkage, Attrition or FCR?
- Are you comfortable working from Turbhe in 24/7 rotational shifts, including night shifts, with one rotational week off and no company pickup/drop facility?
- What is your current CTC, expected CTC and notice period? Are you comfortable with a maximum CTC of ₹8 LPA depending on your current/last drawn salary?
Work Location: In person
