Operations Team Leader

Job Summary

Operations Team Leader Jobs in Kolkata | Inbound Outbound Role Team Leader - Outbound Inbound Operations - Kolkata, India

Are you an experienced people leader with strong operational control, communication skills, and the ability to manage targets with precision Fusion CX is hiring a Team Leader for our outbound and inbound operations in Kolkata. This role is ideal for professionals who have supervised customer service or sales teams, understand process-driven performance management, and can steer a team toward consistent results. If you re seeking Team Leader jobs in Kolkata, BPO leadership roles, or opportunities to guide high-performance operations, this position offers the perfect next step.

About the Role

As a Team Leader, you will manage a floor team handling both outbound and inbound operations. You will be responsible for daily team performance, process adherence, coaching, metric tracking, and ensuring smooth delivery across all KPIs. This role requires confidence, ownership, and the ability to make quick, informed decisions in a dynamic work environment.

Key Responsibilities

• Lead and manage a team handling outbound and inbound customer interactions.
• Oversee day-to-day team performance, ensuring targets and KPIs are consistently met.
• Provide coaching, feedback, and guidance to strengthen team skills and operational output.
• Monitor process adherence, quality scores, productivity, attendance, and overall workflow.
• Analyze performance metrics and implement corrective actions where necessary.
• Drive process improvement and support a culture of accountability and continuous learning.
• Ensure compliance with company policies, reporting standards, and operational procedures.

Job Requirements

Experience Skills

• Minimum 1 year of experience as a Team Leader in a BPO, customer service, outbound, or inbound process.
• Strong team-handling skills with the ability to motivate and guide diverse teams.
• Experience managing process metrics and operational KPIs.
• Ability to think quickly, make decisions, and take responsibility for outcomes.
• Excellent communication skills and professional behavior in high-paced environments.

Education

• Graduate in any discipline (mandatory).

Work Mode Location

• Work from Office (WFO)
• Location: Kolkata, India

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