Team Leader
Fusion · Durgapur · onsite · Posted 72d ago
Undisclosed2–7 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Team Leader Jobs in Durgapur | Retail Chat Support (Non-Voice) Team Leader Retail Chat Support (Non-Voice, WFO Durgapur)
If you are considering a Durgapur job vacancy that moves you into a structured leadership role within digital customer support, this opportunity is designed for experienced professionals ready to lead chat operations. Fusion CX is hiring Team Leaders for a non-voice e-commerce chat support process, ideal for candidates seeking chat support non-voice jobs in Durgapur, where people management, performance ownership, and process discipline define success.
About the Role As a Team Leader Chat Support, you will manage day-to-day operations for a team handling customer interactions exclusively through chat. The role focuses on driving team performance, maintaining service quality, ensuring adherence to SOPs, and supporting agents through coaching and escalation handling in a fast-paced, digital support environment.
Key Responsibilities - Lead and supervise a team of chat support associates handling non-voice customer interactions
- Monitor and manage KPIs including productivity, quality scores, adherence, and turnaround time
- Conduct regular coaching sessions, performance reviews, and feedback discussions
- Support agents with escalations and complex customer issues in chat interactions
- Ensure strict compliance with chat SOPs, response frameworks, and quality guidelines
- Coordinate with Quality and Training teams to address performance or skill gaps
- Prepare daily reports, performance trackers, and team MIS
- Support onboarding, nesting, and continuous development of new team members
- Maintain discipline, accountability, and consistency across team operations
- Graduation from a recognized institution
- Minimum 2 years of experience as a Team Leader in a contact center environment
- Mandatory experience managing chat / non-voice support teams
- Strong understanding of contact center metrics and digital support workflows
- Excellent written communication and people-management skills
- Proficiency in MS Excel and basic reporting tools
- Ability to handle escalations, coach teams, and drive consistent outcomes
- Comfortable working in a work-from-office (WFO) setup in Durgapur
- Work From Office (WFO)
- Location: Durgapur, India
Fusion CX offers leadership roles built on clarity, accountability, and operational stability. For professionals evaluating a Durgapur job vacancy that allows real ownership without role dilution, this team leader position offers structured workflows, accessible leadership, and measurable impact. Among chat support non-voice jobs in Durgapur, this team leader role stands out for candidates who want long-term leadership growth through consistent performance, disciplined execution, and people-focused management.
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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
retailCustomer SupportPeople Management SkillsService qualityReporting toolsmanagementoperationsexcelMISRecruitment
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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