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Team Leader
Fusion CX
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- 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.
- 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.
Employment Type: Full Time, Permanent
Functional Areas: Other
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Rating based on 46 Team Lead
reviews
Anonymous · Operations
in Howrah
Nothing, Management don't even care about there employee.
Nothing to like about it. They don't pay you on time and not even take responsibility to give response. No job security, imagine you wake up and see the email that you are fired . If you are joining definately can imagine one morning like this.
Read 46 reviewsTeam Lead salary at Fusion CX
What Fusion CX employees are saying about work life
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