Team Leader
Fusion · Durgapur · onsite · Posted 71d ago
Undisclosed2–7 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Team Leader Chat Support Jobs in Durgapur | E-commerce (WFO) Team Leader Chat Support (E-commerce, WFO Durgapur)
If you are looking to step into a leadership role within chat support jobs in Durgapur, this opportunity is designed for experienced contact center professionals ready to lead digital support teams. Fusion CX is hiring Team Leaders for an e-commerce chat support process, where operational discipline, people management, and service quality are central to success. This role suits candidates who prefer structured environments, clear accountability, and hands-on leadership responsibility.
About the Role As a Team Leader Chat Support, you will oversee daily operations of a customer support team handling chat-based interactions. You will be responsible for team performance, adherence to processes, quality standards, and consistent service delivery while supporting agents through coaching and escalation management.
Key Responsibilities - Lead and manage a team of chat support associates handling customer interactions
- Monitor and drive team KPIs, including productivity, quality, AHT, and adherence
- Conduct regular coaching sessions, performance feedback, and team huddles
- Ensure strict adherence to chat SOPs, response guidelines, and escalation processes
- Support agents in resolving complex or sensitive customer issues
- Coordinate with Quality and Training teams to address skill or performance gaps
- Prepare and maintain daily and periodic performance reports and MIS
- Support onboarding, nesting, and continuous development of chat agents
- Maintain discipline, accountability, and consistency across team operations
Education
- Graduation from a recognized institution
Experience Skills
- Minimum 2 years of experience as a Team Leader in a contact center environment
- Mandatory experience managing chat support teams
- Strong understanding of contact center metrics and digital support workflows
- Excellent written communication skills with strong attention to detail
- Working knowledge of MS Excel and reporting tools
- Ability to coach teams, manage escalations, and drive performance outcomes
- Comfortable working in a work-from-office (WFO) setup in Durgapur
- Work From Office (WFO)
- Location: Durgapur, India
Fusion CX offers leadership roles where expectations are clear, and performance is supported through structure, not pressure. For professionals considering chat support jobs in Durgapur at a leadership level, this role provides the opportunity to manage people, influence service quality, and build long-term leadership credibility. Employees benefit from stable operations, accessible leadership, and defined processes that allow consistent performance and professional growth over time.
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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 SupportTeam operationsService qualityReporting toolsE-commerceoperationsexcelEscalation ManagementMISRecruitment
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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