Team Leader – Retail Chat Support (Non-Voice, WFO – Durgapur)

If you are considering a Durgapur job vacancy that moves you into a structured leadership role within digital customer support, this opportunity is designed for experienced professionals ready to lead chat operations. Fusion CX is hiring Team Leaders for a non-voice e-commerce chat support process, ideal for candidates seeking chat support non-voice jobs in Durgapur, where people management, performance ownership, and process discipline define success.

Job Description:

About the Role

As a Team Leader – Chat Support, you will manage day-to-day operations for a team handling customer interactions exclusively through chat. The role focuses on driving team performance, maintaining service quality, ensuring adherence to SOPs, and supporting agents through coaching and escalation handling in a fast-paced, digital support environment.

Key Responsibilities

• Lead and supervise a team of chat support associates handling non-voice customer interactions
• Monitor and manage KPIs including productivity, quality scores, adherence, and turnaround time
• Conduct regular coaching sessions, performance reviews, and feedback discussions
• Support agents with escalations and complex customer issues in chat interactions
• Ensure strict compliance with chat SOPs, response frameworks, and quality guidelines
• Coordinate with Quality and Training teams to address performance or skill gaps
• Prepare daily reports, performance trackers, and team MIS
• Support onboarding, nesting, and continuous development of new team members
• Maintain discipline, accountability, and consistency across team operations

Job Requirements:

Education

• Graduation from a recognized institution

Experience & Skills

• Minimum 2 years of experience as a Team Leader in a contact center environment
• Mandatory experience managing chat / non-voice support teams
• Strong understanding of contact center metrics and digital support workflows
• Excellent written communication and people-management skills
• Proficiency in MS Excel and basic reporting tools
• Ability to handle escalations, coach teams, and drive consistent outcomes
• Comfortable working in a work-from-office (WFO) setup in Durgapur

Work Mode

• Work From Office (WFO)
• Location: Durgapur, India

Why Join Fusion CX?

Fusion CX offers leadership roles built on clarity, accountability, and operational stability. For professionals evaluating a Durgapur job vacancy that allows real ownership without role dilution, this team leader position offers structured workflows, accessible leadership, and measurable impact. Among chat support non-voice jobs in Durgapur, this team leader role stands out for candidates who want long-term leadership growth through consistent performance, disciplined execution, and people-focused management.