Team Leader Inbound Voice

Job Summary

Team Leader Inbound Voice Jobs in Siliguri | E-commerce WFO Team Leader Inbound Voice Support (E-commerce, WFO Siliguri)

If you are exploring an inbound support job vacancy in Siliguri that allows you to lead people, manage performance, and take ownership of day-to-day operations, this team leader role is designed for experienced professionals ready to step into structured leadership. Fusion CX is hiring Team Leaders for an inbound voice support process within the e-commerce domain, where quality governance, customer experience, and team discipline matter more than volume-driven pressure. For candidates evaluating call center jobs in Siliguri that offer stability, defined responsibility, and long-term leadership exposure, this opportunity provides a solid next step in a work-from-office environment.

About the Role

As a Team Leader Inbound Voice Support, you will be responsible for managing day-to-day team operations, ensuring service quality, and driving performance across customer-facing inbound voice interactions. You will act as the primary point of guidance for agents, ensuring adherence to process, quality standards, attendance, and productivity expectations while maintaining a strong focus on customer satisfaction.

Key Responsibilities

• Manage and lead a team of inbound voice agents supporting e-commerce customer queries
• Monitor daily team performance against defined KPIs, including quality, productivity, adherence, and attendance
• Conduct regular team huddles, coaching sessions, and performance discussions
• Handle escalations and support agents in resolving complex customer issues
• Ensure strict adherence to SOPs, call-handling guidelines, and compliance standards
• Conduct call evaluations and provide structured feedback to improve agent performance
• Coordinate with Quality, Training, and Operations teams to address performance gaps
• Track and maintain team MIS, reports, and performance dashboards
• Support new joiner onboarding, nesting, and skill reinforcement activities
• Drive a disciplined, accountable, and performance-oriented team culture

Job Requirements

Education

• Graduation from a recognized institution (mandatory)

Experience Skills

• Minimum 2 years of documented experience as a Team Leader in an inbound voice process
• Prior experience in e-commerce or customer support operations preferred
• Strong understanding of inbound operations metrics and people management practices
• Ability to coach, motivate, and manage teams in a structured environment
• Excellent verbal and written communication skills
• Proficiency in MS Office tools, especially Excel for reporting and analysis
• Strong problem-solving ability and escalation-handling skills
• Comfortable working in a work-from-office (WFO) setup in Siliguri

Work Mode

• Work From Office (WFO)
• Location: Siliguri, India

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