Team Leader – Chat Support (E-commerce, WFO – Durgapur)

If you are looking to step into a leadership role within chat support jobs in Durgapur, this opportunity is designed for experienced contact center professionals ready to lead digital support teams. Fusion CX is hiring Team Leaders for an e-commerce chat support process, where operational discipline, people management, and service quality are central to success. This role suits candidates who prefer structured environments, clear accountability, and hands-on leadership responsibility.

Job Description:

About the Role

As a Team Leader – Chat Support, you will oversee daily operations of a customer support team handling chat-based interactions. You will be responsible for team performance, adherence to processes, quality standards, and consistent service delivery while supporting agents through coaching and escalation management.

Key Responsibilities

• Lead and manage a team of chat support associates handling customer interactions
• Monitor and drive team KPIs, including productivity, quality, AHT, and adherence
• Conduct regular coaching sessions, performance feedback, and team huddles
• Ensure strict adherence to chat SOPs, response guidelines, and escalation processes
• Support agents in resolving complex or sensitive customer issues
• Coordinate with Quality and Training teams to address skill or performance gaps
• Prepare and maintain daily and periodic performance reports and MIS
• Support onboarding, nesting, and continuous development of chat agents
• Maintain discipline, accountability, and consistency across team operations

Job Requirements:

Education

• Graduation from a recognized institution

Experience & Skills

• Minimum 2 years of experience as a Team Leader in a contact center environment
• Mandatory experience managing chat support teams
• Strong understanding of contact center metrics and digital support workflows
• Excellent written communication skills with strong attention to detail
• Working knowledge of MS Excel and reporting tools
• Ability to coach teams, manage escalations, and drive performance outcomes
• Comfortable working in a work-from-office (WFO) setup in Durgapur

Work Mode

• Work From Office (WFO)

• Location: Durgapur, India

Why Join Fusion CX?

Fusion CX offers leadership roles where expectations are clear, and performance is supported through structure, not pressure. For professionals considering chat support jobs in Durgapur at a leadership level, this role provides the opportunity to manage people, influence service quality, and build long-term leadership credibility. Employees benefit from stable operations, accessible leadership, and defined processes that allow consistent performance and professional growth over time.