Team Leader – Customer Service Operations (Outbound Support) – Mumbai, India

Are you seeking transforming team leader roles in Navi Mumbai or job opportunities to guide a high-performing customer service team in Mumbai, Maharashtra? Fusion CX is hiring a Team Leader for a leading outbound customer support process in Mumbai, Maharashtra. This role is ideal for team leads who can coach associates, uphold service standards, and drive performance outcomes.

Job Description:

About the Role
As a Team Leader – Customer Service Operations, you will supervise customer service associates, monitor service quality, support compliance, and help improve team capability. You will ensure daily performance alignment with SLAs and KPIs, while maintaining strong communication and customer experience outcomes.

Key Responsibilities

• Supervise and evaluate customer service associates, providing daily coaching and feedback.
• Monitor agent interactions to ensure service quality, compliance, and continuous improvement.
• Provide on-the-job support and assist team members as needed.
• Drive team performance to meet and exceed SLAs and KPIs.
• Conduct training and upskilling sessions on service, communication, and process requirements.
• Ensure all agents comply with operational policies, procedures, and performance guidelines.
• Prepare performance reports and analyze operational metrics to support planning.
• Collaborate with other team leaders and operations management to strengthen best practices.
  Note: Responsibilities may change as business needs evolve.

Job Requirements:

• Education: Graduation (mandatory).
• Experience: Prior experience leading a customer service team (Team Leader experience preferred).
• Strong verbal and written communication skills.
• Ability to manage performance, provide coaching, and maintain quality standards.
• Good proficiency in MS Office tools, such as Word and Excel.
• Ability to work in a WFO environment with strong ownership and discipline.

Why Join Fusion CX?

Lead and influence service outcomes in a fast-paced customer operations environment.

• Guide a motivated team within a structured, performance-focused setting.
• Develop advanced coaching, leadership, and quality management capabilities.
• Work closely with cross-functional teams to elevate service delivery.
• Grow your leadership career within a people-driven, development-focused organization.

If you are exploring team leader job vacancies in Navi Mumbai or rewarding leadership job opportunities in Mumbai, Maharashtra’s customer support operations, apply now and build your career with Fusion CX.