– 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 current-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

📌 Team Lead (Turbhe)
🏢 Coppergate Consultants Private
📍 Turbhe