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Engaged Employer

Fusion CX

Compare

3.5

based on 1.5k Reviews

52 Fusion CX Jobs

Team Lead

Fusion CX

3.5

based on 1.5k Reviews

2-6 years

Siliguri

4 vacancies

Team Lead

Fusion CX

posted 19d ago

Job Role Insights

Flexible timing

Key skills for the job

Team Handling Team Leading KRA BPO Operations Management SLA Management Attrition

Job Description

Role & responsibilities

Supervise, guide, and motivate a team of agents to meet performance targets (KPI, SLA, quality, etc.).

Monitor and manage team attendance, adherence, and productivity

Conduct quality audits and provide feedback to improve service delivery

Ensure agents meet or exceed customer satisfaction (CSAT) and resolution targets

Provide coaching, mentoring, and training to team members

Ensure timely reporting and escalation of issues as required.

Monitor workflow and ensure smooth operations.

Track and analyze metrics such as AHT (Average Handling Time), FCR (First Call Resolution), and CSAT.

Employment Type: Full Time, Permanent

Read full job description

Fusion CX Interview Questions & Tips

Prepare for Fusion CX Team Lead roles with real interview advice

What people at Fusion CX are saying

3.3

Rating based on 50 Team Lead reviews

Anonymous · Customer Success, Service & Operations in Kolkata

Likes

nothing is good except salary that too isnt as per industry standard

Dislikes

Apart from stinking washrom like public toilets broken chairs and dirty workspace which has not been renovated for years you have to work with toxic and most uncultured uneducated reporting manager 'Syed Shirin Shah' who will make your life hell with her cruel and nasty words which you would not even want to use on your enemies. she..Read More