Team Leader – Premium Contact & Chat Operations – Gurugram, India

Are you an experienced Team Leader looking for chat-based leadership roles in Gurugram? Fusion CX is hiring a Team Leader for premium/internal contact support, ideal for professionals who understand chat operations, performance metrics, and people management. If you are exploring Team Leader jobs in Gurugram, chat process leadership roles, or BPO team management opportunities, this role offers a stable, growth-focused environment.

Job Description:

As a Team Leader in our Gurugram chat operations, you will oversee a premium/internal support team while ensuring performance quality, process compliance, and effective people practices. You will manage daily output, support team development, and maintain high standards of customer care in a fast-paced environment.

Key Responsibilities

• Lead and supervise the chat support team with a focus on premium/internal contact handling
• Ensure adherence to operational metrics, people practices, and quality standards
• Monitor performance parameters, including score calculation, ratings, and attrition indicators
• Oversee customer care practices and ensure consistent, customer-oriented service delivery
• Provide coaching, feedback, and support to team members to improve productivity and quality
• Utilize MS Office tools (Excel, Word, PowerPoint) for reporting, scheduling, and operational planning
• Support continuous improvement processes using Lean, Green Belt, and scheduling knowledge where applicable
• Maintain clear communication and ensure effective execution of chat program requirements

Job Requirements:

• Must have worked in an internal or premium contact support background
• Minimum 1 year of experience as a Team Leader in a chat program
• Graduation required (10+2+3 format). Exceptional candidates at the undergraduate level may be considered with company approval
• Strong understanding of operations metrics, score calculation, performance parameters, and people practices
• Customer-service oriented with prior knowledge of customer care processes and techniques
• Proficient in MS Office: Excel, Word, PowerPoint
• Knowledge of Green Belt concepts, Lean practices, and scheduling is an advantage

Why Join Fusion CX?

Fusion CX offers an environment built for growth, learning, and leadership.

• Lead a premium contact chat team with strong support from operations
• Work in a structured, metrics-driven environment
• Gain exposure to advanced customer care processes and performance systems
• Build your leadership career within a global CX organization

If you are looking for Team Leader jobs in Gurugram, chat operations leadership roles, or opportunities to manage premium support teams, apply today and grow your career with Fusion CX.