Team Leader – Retail/Ecommerce – Chennai

Fusion CX seeks an exceptional team leader who is proficient in steering and motivating a team of customer service representatives to join our dynamic team. Located in Chennai, the successful candidate will be instrumental in driving the team toward achieving organizational objectives while ensuring high levels of job satisfaction. Multiple positions are open for the role of Team Leader – Retail/Ecommerce in Chennai. If you are proficient in English and any of the languages among Telegu, Tamil, Kannada, and Malayalam, apply today!

Job Description:

The Team Leader for the renowned retail/eCommerce brand in Chennai will be responsible for the following:

  • Operational Oversight: Manage the daily operations of the customer service staff with an
    average size of twenty members. Ensure strict adherence to performance standards and company policies.
    In addition, motivate agents and manage attrition and absenteeism in the team.
  • Performance Management: Conduct call monitoring, provide feedback, and coach team members to elevate service quality. Also, drive team performance to meet and exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Prepare agents’ schedules and mark their attendance. Finally, work closely to resolve customer issues and act as a POC to solve complaints, escalations, or complex queries.
  • Training and Development: Facilitate staff training on achieving customer service excellence and understanding organizational policies thoroughly. Also, ensure compliance with login, log out & scheduled breaks of agents.
  • Data Analysis and Reporting: Regularly analyze performance data to guide management decisions and objective setting.
  • Communication Facilitator: Serving as the primary point of contact for resolving customer issues and complaints, ensuring effective communication between team members, management, and clients to boost customer satisfaction and team efficiency.

Job Requirements:

  • Educational Background: A bachelor’s or college Degree in any field. Additional qualifications in management will be considered an advantage.
  • Experience: At least two years of supervisory experience in customer service or related fields.
  • Technical Proficiency: Skilled in technology, including computers and relevant software, with a strong emphasis on Excel, PowerPoint, and Outlook. Knowledge of additional tools will be beneficial.
  • Language Proficiency: Excellent communication skills in English and Telegu or proficiency in any of the following languages: Tamil, Kannada, and Malayalam.
  • Soft Skills: Exceptional people management skills, ability to handle stress, resolve conflicts, and manage a 24/7 shift operation with rotational week offs.
  • Additional Requirements: Proven experience managing approximately twenty-member teams, focusing on attrition and absenteeism management.

Why Join Fusion CX:

As a Team Leader at Fusion CX, you’ll play a vital role in nurturing a culture of excellence in customer service within a leading e-commerce platform. We offer a vibrant work environment at Fusion CX. Here, leadership skills will directly impact our client’s success and our team’s development. So, join us to propel your career forward in a role where your contributions are valued and supported by a company committed to your professional growth and success. Apply now!

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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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