AmbitionBox
Search
Jobs
- Reviews
- Salaries
- Interview Questions
- About Company
- Benefits
- Jobs
- Office Photos
- Community
Add office photos
Engaged Employer
i
This company page is being actively managed by
Fusion CX Team. If you also belong to the team, you
can get access from
here
Fusion CX
Compare
All Filters
7 Fusion CX Team Lead Jobs
Team Leader - Health and Wellness
Fusion CX
posted 7mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Oversee and manage a team of 30 telesupport/ hair coach agents, providing leadership and guidance.
- Define, monitor, and enhance key performance indicators (KPIs) across the team, including metrics such as call volume, talk time, customer satisfaction (CSAT), quality of interaction, and retention percentage.
- Analyze performance data to identify areas for improvement in KPIs, focusing on CSAT, productivity, and quality.
- Take full ownership of day-to-day operations, including telesupport and quality assurance (QA) activities.
- Propose and implement initiatives (people/process/technology) aimed at enhancing agent performance metrics.
- Collaborate with cross-functional teams, such as technology and content, to drive initiatives and ensure seamless business-as-usual (BAU) operations, including resolving technical issues and managing stakeholder relationships across the organization.
- Plan for team shrinkage and optimize resource allocation.
- Conduct performance evaluations based on KPIs, provide feedback to team members, and facilitate appraisal processes.
- Foster a positive and motivational work culture that fosters productivity and drives desired outcomes.
- Ensure comprehensive training and development opportunities for all agents.
Here are the desired qualifications, qualities, and experience required for the Kolkata Team Leader role:
- Bachelor s degree in engineering, business, marketing, computer science, or a related field.
- Strong customer service/support orientation, with a focus on CSAT as a primary metric.
- Demonstrated ability to prioritize outcomes, take ownership, and drive initiatives independently.
- Extensive experience in leading large sales/operations teams (100+) with hands-on involvement.
- Minimum of 1 year of experience in customer support management.
- Proficiency in performance metrics/KPIs and advanced Excel skills for data analysis.
- Proven track record of working autonomously and meeting deadlines.
- Familiarity with CRM tools such as Salesforce and Gainsight.
- Positive attitude and a strong willingness to learn and adapt.
Employment Type: Full Time, Permanent
Read full job descriptionFusion CX Interview Questions & Tips
Prepare for Fusion CX Team Lead roles with real interview advice
What Team Lead at Fusion CX are saying
Rating based on 50 Team Lead
reviews
Anonymous · Customer Success, Service & Operations
in Durgapur
Likes
There support and guidance have been invaluable for me and I appreciate the time and effort they invested in my growth
- Skill development - Good
+1 more
Dislikes
Salary increment policy is not transparent or fair and I believe work culture need to be improve
- Salary - Poor
+1 more
Team Lead salary at Fusion CX
reported by
188
employees
with 2-8
years exp.
₹1.1
L/yr - ₹4.6
L/yr
70%
less
than the average Team Lead Salary in India
View more details
What Fusion CX employees are saying about work life
based on 1.5k employees
Flexible timing
Rotational Shift
No travel
Day Shift
Compare Fusion CX with
Adecco Group
Compare
Reckitt Benckiser
Compare
TE Connectivity
Compare
Vestas
Compare
Novo Nordisk
Compare
Nielsen
Compare
Thermo Fisher Scientific
Compare
Lumen Technologies
Compare
Visteon
Compare
Infor Global Solution
Compare
Gartner
Compare
Yokogawa
Compare
Wolters Kluwer
Compare
Levi Strauss & Co.
Compare
TransUnion
Compare
Alcon
Compare
Iron Mountain Inc
Compare
Teradata
Compare
Thales
Compare
Visa
Compare
Similar Jobs for you
Fusion CX Kolkata Office Location
Kolkata, West Bengal Office
Headquarter
Y9, EP Block, Sector V, Salt Lake City, Kolkata, West Bengal 700091, IN
Kolkata, West Bengal
700091
700091
Share an Interview