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

If you are exploring a TL or team leader Siliguri job vacancy that allows you to lead teams in a fast-paced digital customer support environment, this role is designed for experienced contact center leaders. Fusion CX is hiring Team Leaders for a chat-based customer support process within the e-commerce domain, focused on people management, quality governance, and real-time service delivery. For professionals seeking TL chat support jobs in Siliguri with structured operations and clear leadership responsibility, this opportunity offers stability with impact.

Job Description

About the Role

As a Team Leader – Chat Support, you will be responsible for managing daily operations of a chat-based customer support team. The role involves driving performance, ensuring adherence to processes, coaching agents, and maintaining service quality across all customer chat interactions.

Key Responsibilities

• Lead and manage a team of customer support associates handling chat-based interactions
• Monitor team performance against defined KPIs including quality, productivity, AHT, and adherence
• Conduct regular coaching, feedback sessions, and performance reviews
• Ensure strict compliance with SOPs, chat handling guidelines, and escalation protocols
• Support agents in resolving complex customer queries and escalations
• Coordinate with Quality and Training teams to address performance gaps
• Maintain daily, weekly, and monthly MIS and performance reports
• Support onboarding, nesting, and ongoing skill development of chat agents
• Promote discipline, accountability, and consistency across the team

Job Requirements

Education

• Graduation from a recognized institution

Experience & Skills

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

Work Mode

• Work From Office (WFO)
• Location: Siliguri, India

Why Join Fusion CX?

Fusion CX offers leadership roles where ownership, structure, and clarity define success. For professionals evaluating a Siliguri job vacancy that goes beyond title-based leadership, this role provides real responsibility over people, quality, and outcomes. Among team leader chat support jobs in Siliguri, it stands out for those who want predictable operations, disciplined execution, and the opportunity to grow as a people leader within a stable e-commerce support environment.