Team Leader – BFSI – Navi Mumbai, India

Are you a natural motivator with strong leadership skills and a passion for driving performance? Fusion CX is hiring Team Leaders in Mumbai to guide, coach, and inspire customer service professionals toward excellence. In this role, you will oversee a team of associates, monitor performance quality, and ensure all operational goals are achieved with precision and consistency. If you are seeking team leader jobs in Mumbai, call center leadership opportunities, or a career that combines mentorship and strategy, this is your chance to grow with a global customer experience company.

Job Description:

About the Role

As a Team Leader at Fusion CX in Mumbai, you will manage and support a team of customer service associates to deliver high-quality service, meet Key Performance Indicators (KPIs), and uphold company standards. You will serve as the bridge between frontline operations and management, ensuring every team member receives the guidance, feedback, and tools needed to succeed.

Key Responsibilities

• Supervise and evaluate customer service staff, providing daily feedback and performance
• Monitor and assess agent calls to ensure service quality, compliance, and continuous
• Provide on-the-job support and assist team members as
• Drive team performance to meet and exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Conduct training sessions to develop staff skills in customer service, communication, and company processes.
• Ensure all agents understand and comply with call center objectives, policies, and performance
• Prepare performance reports and analyze operational data to support management in setting goals and
• Collaborate with other team leaders and management to promote best practices and enhance overall customer satisfaction.
• Conduct regular (quarterly) performance reviews and provide constructive feedback
• Contribute to the company’s growth by building a motivated and high-performing

Job Requirements:

Qualifications & Requirements

• Education: Bachelor’s degree preferred; major in Management or a related field is an advantage.
• Experience: Minimum of two years in a supervisory or team lead role within customer service or sales. Candidates having experience in BFSI Loan international process experience will be preferred.
• Technical Skills: Proficient in Microsoft Excel, PowerPoint, and Outlook; familiarity with Avaya systems is preferred.
• Communication: Excellent verbal and written English communication skills.
• Leadership: Strong people management and coaching abilities with a proven track record of motivating teams.
• Composure: Ability to stay calm and professional under pressure, especially during high-volume operations.
• Reporting: Skilled in preparing and presenting weekly and monthly performance reports to management.
• Added Advantage: Knowledge of background checks, pre-employment screening, or HR processes.
• Work Setup: Must be willing to work on-site.

Why Join Fusion CX?

At Fusion CX, leadership is about inspiring people to achieve more — together. As a Team Leader, you’ll have the opportunity to influence performance, strengthen team culture, and grow your leadership career in a collaborative, people-first environment.

• Lead with Purpose: Empower your team to deliver service excellence and exceed customer expectations.
• Career Growth: Gain access to leadership development, ongoing coaching, and advancement opportunities.
• Collaborative Culture: Work with global professionals who value communication, creativity, and teamwork.
• Recognition & Rewards: Be part of a company that celebrates success, innovation, and impact.

Looking for team leader jobs, customer service leadership roles, or call center career growth opportunities in Navi Mumbai? Apply now and lead with impact at Fusion CX.