Team Leader – E-commerce – Howrah

Does people follow your lead naturally? Are you looking for team leader jobs in Howrah? If the answer is yes and you excel at guiding teams and ensuring high-performance standards, join Fusion CX as a Team Leader in our fast-growing e-commerce process in Howrah. You will be leading a team that drives customer success, ensuring exceptional service delivery in every interaction. At Fusion CX, we combine innovation, technology, and human touch to transform customer experiences globally. If you’re passionate about leadership and ready to make an impact, this is your opportunity!

Job Description

As a Team Leader for the e-commerce process in Howrah, your key responsibilities will include:

• Managing an average team of 20 members, ensuring a supportive and approachable leadership style.
• Responsible for motivating the team effectively to meet performance targets.
  Expertise in attrition and absenteeism management, ensuring team stability.
• Prepare schedules for the team and ensure attendance is accurately tracked before the end of the day.
• Ensure compliance with agent login, logout, and scheduled breaks.
• Oversee call monitoring, coaching, and feedback to deliver the defined customer experience on every call.
• Work closely with team members to resolve customer issues promptly.
• Serve as the primary point of contact for resolving customer escalations, inquiries, and complaints from both external and internal customers.
• Manage day-to-day operations with a team of agents, ensuring the required service levels, quality, and productivity are met.
• Maintain SLA targets monthly to achieve the desired KPIs, including absenteeism and attrition management.
• Ensure all company policies and procedures are consistently and fairly implemented.

Job Requirements

To be successful in this Team Leader role, you must meet the following requirements:

• Proficiency in both Hindi and English to communicate effectively with the team and clients.
• Experience managing a team of 20 members in a fast-paced environment, preferably in customer service or e-commerce.
• Ability to motivate and lead a team to meet performance goals with strong skills in attrition and absenteeism management
• Excellent organizational skills to prepare schedules and track attendance.
• Proven experience in call monitoring, coaching, and feedback to maintain high customer service standards.
• Ability to handle customer escalations and resolve issues with minimal supervision.
• Experience in maintaining SLA and KPI targets, ensuring the team’s performance aligns with business objectives.

Why Join Fusion CX?

At Fusion CX, we’re not just transforming customer experiences; we are also building a community of professionals who grow and succeed together.  Here is why you should consider joining this E-Commerce Team Leader role in the Howrah location with us:

• Be part of a global customer experience transformation company that blends cutting-edge technology with human ingenuity.
• Collaborate with a passionate team, offering opportunities for leadership development and career growth.
• Work in an innovative environment where your ideas are valued and your leadership is crucial to our success.
• Enjoy a supportive work culture that emphasizes teamwork, growth, and continuous learning.
• Lead a team in one of the fastest-growing e-commerce processes in Howrah, contributing to high-impact projects.

Take the next step in your career by applying for this Team Leader job vacancy in Howrah. Join Fusion CX and be part of our exciting journey to revolutionize the customer experience!