BFSI Team Leader
Fusion · Mumbai · onsite · Posted 71d ago
Undisclosed4–8 yrsfulltimeSourced from
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About this role
Job Summary
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
As a Team Leader at Fusion CX in Mumbai, you will manage and support a team of customer service associates to deliver high-quality service, meet Key Performance Indicators (KPIs), and uphold company standards. You will serve as the bridge between frontline operations and management, ensuring every team member receives the guidance, feedback, and tools needed to succeed.
Key Responsibilities - Supervise and evaluate customer service staff, providing daily feedback and performance.
- Monitor and assess agent calls to ensure service quality, compliance, and continuous improvement.
- Provide on-the-job support and assist team members as needed.
- Drive team performance to meet and exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Conduct training sessions to develop staff skills in customer service, communication, and company processes.
- Ensure all agents understand and comply with call center objectives, policies, and performance standards.
- Prepare performance reports and analyze operational data to support management in setting goals and evaluating results.
- Collaborate with other team leaders and management to promote best practices and enhance overall customer satisfaction.
- Conduct regular (quarterly) performance reviews and provide constructive feedback.
- Contribute to the company's growth by building a motivated and high-performing team.
- Education: Bachelor's degree preferred; major in Management or a related field is an advantage.
- Experience: Minimum of two years in a supervisory or team lead role within customer service or sales. Candidates having experience in BFSI Loan international process experience will be preferred.
- Technical Skills: Proficient in Microsoft Excel, PowerPoint, and Outlook; familiarity with Avaya systems is preferred.
- Communication: Excellent verbal and written English communication skills.
- Leadership: Strong people management and coaching abilities with a proven track record of motivating teams.
- Composure: Ability to stay calm and professional under pressure, especially during high-volume operations.
- Reporting: Skilled in preparing and presenting weekly and monthly performance reports to management.
- Added Advantage: Knowledge of background checks, pre-employment screening, or HR processes.
- Work Setup: Must be willing to work on-site.
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Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceCustomer Supportleadership developmentcustomer service associateService levelbfsioperationsService ExcellenceexcelRecruitment
About Fusion
Fusion
IT Services & Consulting
25
employees
2001
25 years old
Gangnam,Seoul
South Korea
₹1.9L PA avg
Avg at Fusion
About
This BPO firm excels in customer engagement and data management, transforming traditional outsourcing into a strategic growth process in the service industry.
Industries
IT Services & ConsultingInternetHardware & NetworkingSoftware Product
Employee ratings
10 reviews
3.1/ 5
Culture
3.0
Career growth
2.2
Work-life
2.7
Employees rate it well for
Company Culture31Work-Life Balance31
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