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Team Lead - Customer Service
Fusion CX
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Constantly monitor daily operational and productivity metrics such as attendance and number of calls completed.
- Download adherence reports every 30 minutes to dynamically drive adherence targets.
- Drive team to enhance productivity by checking regularly and encouraging proactive leave planning to predict and manage team shrinkage effectively.
- Take necessary disciplinary actions for cases such as excessive leaves taken by coaches.
- Discuss daily metrics with Assistant Managers (AMs), highlighting issues and implementing solutions.
- Provide on-ground support to agents as a Team Lead, helping them improve performance and resolve product-related or specific customer experience queries.
- Ensure adherence to Quality Assurance (QA) feedback for coaches, identifying patterns in weak areas and preparing improvement plans.
- Preparing a report on such patterns on a monthly level and discussing POA (short-term solutions) with AM
- Maintain 100% compliance with floor updates.
- Conduct QA/call calibration sessions twice a week with all Team Leaders (TLs) to ensure consistency and accuracy.
Team Management and Culture:
- Manage operations for a team of approximately 25 agents, fostering a positive and collaborative team environment.
- Enforce discipline regarding work and leave policies among team members.
- Address challenges and concerns that affect team productivity promptly.
- Mentor low-performing agents by pairing up and monitoring their performance closely.
What you must possess to thrive as a Customer Service Team Lead in Mumbai:
- A bachelor s degree in business administration or marketing or a related field is preferred.
- Proven experience in a customer service or support role, with 1-3 years in a leadership or supervisory capacity.
- Strong interpersonal and communication skills, both written and verbal.
- Exceptional problem-solving abilities and a customer-centric mindset.
- Ability to remain calm under pressure and effectively manage difficult customer interactions.
- Level 2 and above proficiency in MS Office and CRM.
- Knowledge related to healthcare products is advantageous.
- Leadership and team management skills, including the ability to motivate and inspire a team.
- Age must be below 30yrs
Employment Type: Full Time, Permanent
Functional Areas: Banking/Insurance
Read full job descriptionPrepare for Customer Service roles with real interview advice
People are getting interviews at Fusion CX through
People are getting interviews through
(based on 79 Fusion CX interviews)
Walkin
Referral
Job Portal
Company Website
36%
27%
20%
6%
11% candidates got the interview through other sources.
High
Confidence
?
High Confidence means the data is based on a large number of responses received from the candidates.
What people at Fusion CX are saying
Rating based on 2 Customer Service
reviews
Anonymous · Call Center
Likes
Good Culture
Dislikes
Increment is not good
Read 2 reviewsCustomer Service salary at Fusion CX
reported by
4
employees
₹1.2
L/yr - ₹3
L/yr
24%
less
than the average Customer Service Salary in India
View more details
What Fusion CX employees are saying about work life
based on 1.4k employees
Flexible timing
Rotational Shift
No travel
Day Shift
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