Call Center Team Leader

Fusion CX

2 - 7 years

4 - 9 Lacs

bengaluru

Posted:1 hour ago| Platform:

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Skills Required

bpo leadership development operational excellence conflict resolution e-commerce customer support customer service customer experience operations recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead a team of customer support professionals handling e-commerce-related queries and services.
Monitor and drive performance across key metrics like CSAT, AHT, Quality, and Productivity.
Conduct regular huddles, one-on-one coaching sessions, and team reviews to maintain service excellence.
Resolve escalations effectively to ensure customer satisfaction and issue closure.
Track team performance and provide timely reporting to operations leadership.
Collaborate with internal teams, such as Training and Quality, to ensure compliance and facilitate upskilling.
Build and maintain a high-performance culture within the team through motivation and accountability.

Job Requirements

Graduation in any discipline (mandatory)
Minimum 2 years of experience as a Team Leader in a BPO, specifically within e-commerce
Ability to manage service KPIs and team performance with a data-driven approach
Excellent coaching, communication, and conflict-resolution abilities
Proficiency in operational reporting and familiarity with customer service metrics
Willingness to work from the Bangalore office and adapt to business-driven shifts

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