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Fusion CX
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78 Fusion CX Jobs
Team Leader Operations - Finance
5-8 years
₹ 1.9 - 2.75L/yr (AmbitionBox estimate)
Kolkata
1 vacancy
Team Leader Operations - Finance
Fusion CX
posted 7mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Lead and manage a team of approximately 20 members.
- Foster a positive and supportive work environment, motivating your team to achieve set targets.
- Oversee day-to-day operations, ensuring adherence to service levels, quality standards, and productivity goals.
- Manage attrition and absenteeism within the team.
- Create and manage team schedules, ensuring attendance is marked accurately.
- Ensure complete compliance to log in, log out & scheduled breaks of agents.
- Monitor calls, provide coaching and feedback, and ensure consistent delivery of exceptional customer experiences.
- Collaborate closely with team members to resolve customer issues effectively as a Team Leader in Kolkata.
- Act as the primary point of contact for resolving customer escalations, inquiries, and complaints (internal and external).
- Maintain day-to-day operations of a team of agents and meet the required service levels, quality, and productivity.
- Maintain monthly SLA targets and achieve key performance indicators (KPIs), including absenteeism and attrition.
- Ensure consistent and fair implementation of all company policies and procedures.
- Graduate in any discipline.
- Minimum two years of experience in a sales process.
- Fluent in Hindi and English.
- Willingness to work 24/7 shifts with a rotational weekly off-schedule.
Employment Type: Full Time, Permanent
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What people at Fusion CX are saying
Rating based on 18 Team Lead Operations
reviews
Anonymous · Customer Success, Service & Operations
in Howrah
A well-organized and efficient office with a professional and welcoming atmosphere. The HR team is exceptionally supportive, fostering a positive work culture and ensuring smooth operations. Team leaders and managers are approachable, offering guidance and encouragement that boosts productivity. The collaborative spirit across all de..Read More
- Salary - Excellent
There's nothing to dislike here
Team Lead Operations salary at Fusion CX
What Fusion CX employees are saying about work life
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