Team Leader – Howrah

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

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. Preparing schedules and ensuring the advisors’ attendance are 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 in 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. As a Team Leader in Howrah, you’ll enjoy continuous learning opportunities, a dynamic work environment, competitive compensation, and flexible rotational shifts. If you’re ready for a challenging and rewarding leadership role, apply today and become a key part of Fusion CX journey to redefine customer experiece.

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