Team Leader - Howrah

Job Description

Are you a proactive team leader with experience successfully managing teams in customer serviceAre you in search of a rewarding team leader job in HowrahHere is your opportunity to advance your career with a global CX company! Fusion CX is seeking a highly motivated Team Leader to join our dynamic team in Howrah. In this TL role, you will manage a team of agents, ensuring exceptional service delivery and operational excellence. Apply now for this job vacancy in Howrah to build a career in the customer service industry with a leading CX transformation company. Job Description As a Team Leader at Fusion CX Howrah, you will be responsible for managing a team of approximately 20 members, ensuring they meet performance targets and deliver outstanding customer service. Your role will involve: Team Management : Leading and supporting a team of 20 members, motivating them to achieve targets. Shift and Attendance Management : Willing to work 24/7 shifts with rotational week offs. Prepare schedules and ensure the advisors attendance is marked daily. Compliance and Monitoring : Ensuring agents adhere to log-in, logout, and break schedules. Monitoring calls and providing coaching and feedback to ensure excellent customer service and experience are delivered on every call. Problem Solving : Working closely with team members to resolve customer issues as a Team Leader in Howrah. Acting as a point of contact for resolving escalations, inquiries, and complaints from both external and internal customers. Operational Management : Managing day-to-day operations to meet required service levels, quality, and productivity. Maintaining SLA targets monthly to achieve desired KPIs, including managing absenteeism and attrition within the team. Policy Implementation : Ensuring all company policies and procedures are implemented consistently and fairly. Job Requirements To be successful in this role, you should possess the following qualifications and skills: Languages : Fluency in Hindi and English. Experience : Proven experience managing teams, preferably in a customer service environment. Availability : Willingness to work 24/7 shifts with rotational week offs. Leadership Skills : Strong leadership and motivational skills to drive team performance. Problem-Solving Skills : Ability to solve customer problems efficiently and effectively as a Team Leader. Communication Skills : Excellent verbal and written communication skills. Organizational Skills : Strong organizational skills to manage schedules, attendance, and compliance. Why Join Fusion CX in Howrah: At Fusion CX, we believe in nurturing talent and providing a supportive environment where you can grow and thrive. If you are searching for a team leader job in Howrah that can elevate your career in the customer service industry, this is your chance! As a Team Leader in Howrah, you will enjoy continuous learning opportunities, a dynamic work environment, competitive compensation, and flexible rotational shifts. So, if you are ready for a challenging and rewarding leadership role, apply today for this job vacancy in Howrah and become a key part of Fusion CX s journey to redefine the customer experience.