Team Leader – Howrah

Are you a proactive team leader with experience successfully managing teams in customer service? Are you in search of a rewarding team leader job in Howrah? Here is your opportunity to advance your career with a global CX company! Fusion CX is seeking a highly motivated Team Leader to join our dynamic team in Howrah. In this TL role, you will manage a team of agents, ensuring exceptional service delivery and operational excellence. Apply now for this job vacancy in Howrah to build a career in the customer service industry with a leading CX transformation company.

Job Description

As a Team Leader at Fusion CX Howrah, you will be responsible for managing a team of approximately 20 members, ensuring they meet performance targets and deliver outstanding customer service. Your role will involve:

• Team Management: Leading and supporting a team of 20 members, motivating them to achieve targets.
• Shift and Attendance Management: Willing to work 24/7 shifts with rotational week offs. Prepare schedules and ensure the advisors’ attendance is marked daily.
• Compliance and Monitoring: Ensuring agents adhere to log-in, logout, and break schedules. Monitoring calls and providing coaching and feedback to ensure excellent customer service and experience are delivered on every call.
• Problem Solving: Working closely with team members to resolve customer issues as a Team Leader in Howrah. Acting as a point of contact for resolving escalations, inquiries, and complaints from both external and internal customers.
• Operational Management: Managing day-to-day operations to meet required service levels, quality, and productivity. Maintaining SLA targets monthly to achieve desired KPIs, including managing absenteeism and attrition within the team.
• Policy Implementation: Ensuring all company policies and procedures are implemented consistently and fairly.

Job Requirements

To be successful in this role, you should possess the following qualifications and skills:

• Languages: Fluency in Hindi and English.
• Experience: Proven experience managing teams, preferably in a customer service environment.
• Availability: Willingness to work 24/7 shifts with rotational week offs.
• Leadership Skills: Strong leadership and motivational skills to drive team performance.
• Problem-Solving Skills: Ability to solve customer problems efficiently and effectively as a Team Leader.
• Communication Skills: Excellent verbal and written communication skills.
• Organizational Skills: Strong organizational skills to manage schedules, attendance, and compliance.

Why Join Fusion CX in Howrah:

At Fusion CX, we believe in nurturing talent and providing a supportive environment where you can grow and thrive. If you are searching for a team leader job in Howrah that can elevate your career in the customer service industry, this is your chance!  As a Team Leader in Howrah, you will enjoy continuous learning opportunities, a dynamic work environment, competitive compensation, and flexible rotational shifts. So, if you are ready for a challenging and rewarding leadership role, apply today for this job vacancy in Howrah and become a key part of Fusion CX’s journey to redefine the customer experience.