Team Leader – Outbound Process – Kolkata, India

About the Role

Key Responsibilities

• Supervise daily operations for the outbound process and support agents in achieving performance targets.
• Guide, coach, and motivate team members to maintain productivity, accuracy, and consistent engagement.
• Monitor performance metrics and share structured updates with operations leadership.
• Maintain a strong understanding of the US communication style, customer expectations, and cultural nuances.
• Use Excel for reporting, tracking performance data, and analyzing trends to improve outcomes.
• Take ownership of escalations, operational challenges, and day-to-day team issues.
• Ensure adherence to process protocols, quality standards, and shift discipline.
• Support new joiners through training reinforcement, shadowing, and performance feedback.
  

Job Requirements

Qualifications and Requirements

• Bachelor’s degree (minimum qualification).
• Proven experience in team handling within a BPO or outbound communication environment.
• Familiarity with US customer culture and communication expectations.
• Strong Excel knowledge for data tracking, reporting, and performance analysis.
• Quick decision-making ability, strong responsibility, and proactive problem-solving.
• Excellent communication skills and a professional, confident approach.
• Willingness to work from the Fusion CX Kolkata office.
  

• Lead a dynamic outbound team serving a US-oriented process.
• Work in a collaborative, fast-growing operations environment.
• Build your leadership career with structured support and development pathways.
• Experience a culture that values ownership, speed, and excellence.