Team Leader – Outbound Process – Kolkata, India

Are you an experienced team leader who can manage high-performance outbound teams with speed, clarity, and accountability? Fusion CX is hiring a Team Leader for an outbound US-market process at our Kolkata office. If you have strong people-management skills, understand the US customer culture, and can think quickly in a fast-paced environment, this is an opportunity to lead with impact. Candidates seeking team leader jobs in Kolkata, BPO leadership roles, or outbound process careers will find this role a strong match.

Job Description:

About the Role

The Team Leader will oversee outbound associates, manage daily workflow, drive performance, and ensure high-quality delivery aligned with process expectations. This role requires strong team handling skills, operational discipline, and the ability to make quick decisions while guiding a team that serves a US-based customer environment.

Key Responsibilities

• Supervise daily operations for the outbound process and support agents in achieving performance targets.
• Guide, coach, and motivate team members to maintain productivity, accuracy, and consistent engagement.
• Monitor performance metrics and share structured updates with operations leadership.
• Maintain a strong understanding of the US communication style, customer expectations, and cultural nuances.
• Use Excel for reporting, tracking performance data, and analyzing trends to improve outcomes.
• Take ownership of escalations, operational challenges, and day-to-day team issues.
• Ensure adherence to process protocols, quality standards, and shift discipline.
• Support new joiners through training reinforcement, shadowing, and performance feedback.

Job Requirements:

Qualifications and Requirements

• Bachelor’s degree (minimum qualification).
• Proven experience in team handling within a BPO or outbound communication environment.
• Familiarity with US customer culture and communication expectations.
• Strong Excel knowledge for data tracking, reporting, and performance analysis.
• Quick decision-making ability, strong responsibility, and proactive problem-solving.
• Excellent communication skills and a professional, confident approach.
• Willingness to work from the Fusion CX Kolkata office.

Why Join Fusion CX Kolkata?

At Fusion CX, team leaders play a vital role in driving performance, coaching talent, and shaping high-quality outbound delivery.

• Lead a dynamic outbound team serving a US-oriented process.
• Work in a collaborative, fast-growing operations environment.
• Build your leadership career with structured support and development pathways.
• Experience a culture that values ownership, speed, and excellence.

If you are seeking team leader jobs in Kolkata, outbound supervisory roles, or leadership opportunities in a global CX organization, apply now and grow with Fusion CX.