Team Leader – Seller Support – Kolkata, India

Are you seeking for TL roles in customer service processes or team leader jobs in Kolkata where you can shape performance, guide frontline teams, and elevate seller support operations? Fusion CX is hiring a Team Leader for a leading e-commerce seller support process in Kolkata, West Bengal. This opportunity is ideal for individuals who excel in coaching teams, improving service delivery, and ensuring consistent operational discipline across high-volume workflows. Sounds interesting, apply now!

Job Description:

About the Role
As a Team Leader – Seller Support, you will oversee a fast-paced support team responsible for managing seller enquiries, performance targets, and operational accuracy. You will handle daily scheduling, monitor adherence, coach associates, and ensure that every interaction aligns with service expectations and process quality standards.

Key Responsibilities

• Lead a team of seller support associates and maintain a supportive, high-performance atmosphere.
• Manage attendance, shift adherence, login/logout discipline, and scheduled breaks.
• Monitor calls, guide agents through real-time challenges, and provide actionable coaching.
• Oversee attrition and absenteeism with proactive team engagement and performance oversight.
• Prepare schedules and ensure timely completion of daily attendance and compliance checks.
• Serve as the escalation point for seller issues, complaints, and complex enquiries.
• Maintain defined service quality benchmarks and ensure a consistent seller experience.
• Track performance trends and support the achievement of SLAs and productivity targets.
• Work alongside operations teams to resolve process gaps and strengthen workflow efficiency.
• Ensure full compliance with operational guidelines and organizational policies.
  Note: Responsibilities may evolve based on business needs.

Job Requirements:

• Education: Graduate (any discipline).
• Experience: Prior experience in e-commerce seller support or sales is mandatory.
• Capability to manage and motivate a team of approximately 20 members.
• Strong communication skills in English and Hindi.
• Proficiency in MS Office tools, including Excel and Word.
• Strong coaching, decision-making, and problem-solving abilities.
• Ability to manage WFO operations with consistent accuracy and discipline.

Why Join Fusion CX?

Lead and grow within a structured seller support environment that values clarity, performance, and continuous improvement.

• Drive the success of a high-volume seller support operation.
• Build deep capability in coaching, performance management, and operational delivery.
• Work collaboratively with operations and training teams to elevate seller experience.
• Develop long-term leadership potential with clear progression pathways.

If you’re exploring customer service TL jobs, seller support leadership roles or team leader jobs in Kolkata that offer to grow your career in West Bengal’s dynamic e-commerce support landscape, apply now and join us at Fusion CX in Kolkata.