Leadership takes many forms. Sometimes, it means stepping forward with a solution. At other times, it means help someone else to find it. One makes Sujoy Tewari a better professional and another journey makes him a better leader by building a new breed of leaders and

In a contact center, where customer concerns need attention and resolutions cannot always wait, a Team Leader may have handled similar situations thousands of times. Experience brings familiarity, instinct, and the ability to recognize a problem quickly. Stepping in can be the fastest way to bring a difficult conversation back on track. But there is another possibility: staying beside a team member, offering guidance, and allowing them to find their own way through the situation.

When one of his team members struggled with a challenging customer conversation, Sujoy Tewari chose the second path. As a Team Lead at Fusion CX in Durgapur, Sujoy could have taken control and resolved the issue himself. Instead, he stayed beside his colleague, guided them through the interaction, and helped them regain their confidence.

For Sujoy, the real achievement was not simply getting through a difficult interaction. It was helping a team member emerge from it more confident in their own ability to handle the next one.

Across three years and seven months at Fusion CX, Sujoy has balanced team performance, targets, escalations, and the responsibility of delivering a consistent customer experience. Yet one of the most rewarding parts of his work is helping people overcome challenges, develop their skills, and grow more confident in their abilities.

For him, the satisfaction lies not only in finding a solution, but in seeing someone realize they can find one, too.

The Difference Between Having the Answer and Helping Someone Find It

Sujoy’s approach to leadership begins with a simple principle: understand before you judge.

When a team member is struggling, his first instinct is to speak with them privately, listen to what is happening, and understand what might be getting in the way. The difficulty could stem from a gap in knowledge, a lack of confidence, workload, or something personal affecting their performance. Before deciding what needs to change, he wants to understand what the person needs.

“My first instinct is to understand before I judge,” he explains.

It is a considered approach in a role where performance expectations and customer needs must be managed together. A problem may need immediate attention, but a useful response begins with identifying its actual cause rather than making assumptions about what went wrong.

Understanding, however, is only the beginning. Sujoy also believes people need clear, practical guidance to turn that understanding into improvement.

One coaching habit he finds particularly effective is real-time, specific feedback. Rather than waiting for a formal review, he prefers to address an interaction soon after it happens, while the details are still fresh. He begins by recognizing what went well, identifies one area for improvement, and agrees on a clear action with the team member.

The approach gives the conversation direction without overwhelming the employee with a list of shortcomings. They know what worked, what they can improve, and what to focus on next.

It is a philosophy he sums up in a line that captures the heart of his leadership style:

For Sujoy, support means being available when someone needs direction while allowing them room to learn. The aim is not to make every difficult situation easier by handling it on someone else’s behalf, but to help people become better equipped to handle the next one.

When the Pressure Builds, Start with What Matters Most

Handling difficult customer situations and escalations has become more manageable for Sujoy with experience. Earlier, balancing customer expectations with business requirements could be challenging. Over time, he learned to stay calm, listen carefully, and focus on practical solutions.

That steadiness also shapes how he supports his team when the day becomes difficult. He makes an effort to remain calm and visible, clarifies the immediate priority, breaks challenges into manageable steps, and keeps communication open.

When several issues demand attention at once, knowing where to begin can make a difference. A clear priority helps the team focus its attention, while breaking a larger challenge into smaller steps makes it easier to work through. Of course, being the person others turn to for answers comes with its own pressures. Sujoy acknowledges that responsibility with a touch of humor. Reflecting on a funny thought he has had during a serious moment at work, he shares,

“Everyone is looking at me for the solution. Hopefully, my brain has received the memo.”

The line brings a welcome dose of humanity to the responsibilities of a Team Leader. There is an expectation that the person leading the team will know what to do, even when the situation is complicated and the answer is not immediately obvious.

Sujoy’s approach is to listen, assess the issue, and work towards a practical resolution. Experience has helped him become more comfortable with that process, even when several competing expectations need to be considered.

A Day of Priorities, Progress, and Small Victories

Sujoy starts his workday with a clear priority list. He reviews team targets and performance, identifies urgent issues, and plans where his attention is needed most.

From there, the day can take different directions. He may be reviewing progress, supporting someone on the floor, handling an escalation, or making time to coach a team member. The work calls for structure, but also the flexibility to respond when something unexpected needs attention. One small habit he particularly enjoys is checking off completed tasks and seeing the team’s progress throughout the day. It gives him a sense of achievement and keeps him motivated.

It is a simple pleasure, but one that reflects his appreciation for steady progress. In a role where the day can be shaped by shifting priorities and unexpected challenges, each completed task offers a moment to take stock of what has moved forward. That sense of shared purpose is central to what working at Fusion CX means to him. He describes it as a customer-focused environment where communication, problem-solving, teamwork, and continuous learning matter.

His responsibilities extend beyond monitoring targets and managing escalations. He also makes time to support team members as they strengthen their skills and confidence. The opportunity to keep learning himself, while seeing others develop, is an important part of what motivates him.

For Sujoy, professional growth is not a destination reached once. It is something that takes shape through everyday experiences, practical lessons, and the willingness to keep improving.

Coffee, Calm Playlists, and Mutton Biryani

Away from the demands of the working day, Sujoy unwinds by spending time with family and friends, listening to music, and taking a break from screens. Staying connected to his family, personal values, and the people around him helps him remain grounded.

He is a morning person who prefers coffee over tea and calm playlists over loud beats. A workout, whenever he finds the time, is another reliable mood lifter. His favorite actor is Salman Khan, and mutton biryani is his comfort food after a long day. His ideal workday soundtrack, however, would have a different energy: upbeat, energetic, and motivating, with enough momentum to keep the team positive when challenges arise.

The contrast feels fitting. Away from work, calm playlists offer a way to unwind; at work, he imagines music that keeps everyone energized and moving forward. His lighter side comes through in the humor he finds in everyday situations, too. Even when the pressure is on and others are looking to him for answers, he can recognize the funny side of being expected to have everything figured out.

These details offer a glimpse of the person beyond the role: someone who values relationships, makes time to recharge, and finds motivation in the progress he and his team make together.

Knowing When to Step Back

Sujoy describes himself as someone who values teamwork, accountability, continuous learning, approachability, and positivity, especially when situations become challenging. These principles shape how he approaches his responsibilities and supports the people around him. His defining moment on the floor brings them together. Faced with a team member struggling through a difficult customer interaction, he had the experience to step in and take over. Instead, he chose to guide.

It is a choice that requires patience. Solving the problem yourself may be quicker and more familiar, but helping someone else work through it means giving them room to learn, make decisions, and build confidence. For Sujoy Tewari, leadership is found in these everyday decisions: listening before judging, offering feedback people can use, staying composed under pressure, and recognizing when guidance matters more than intervention.

The customer interaction may be only one moment in a working day. What a team member learns from it can stay with them long afterwards.

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