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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Fusion CX does not employ brokers or agencies for recruitment purposes and never requests payment of any kind from job applicants. All legitimate job openings can be accessed directly through our official careers page. Beware of fraudsters claiming to represent Fusion CX and always verify the authenticity of any recruitment communication.



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