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 recent-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 custo

📌 Team Lead (Trombay)
🏢 WeWinC
📍 Trombay