Job Description

If you are exploring assistant manager jobs or leadership opportunities in customer support in Siliguri that combine leadership responsibility, data-driven decision-making, and long-term career growth, this opportunity is built for experienced professionals like you. If you are ready to lead, Fusion CX is hiring an Assistant Manager to oversee large sales and customer engagement teams while driving performance, culture, and operational excellence. This role is ideal for candidates seeking a serious customer service job vacancy in Siliguri that offers ownership and impact in a structured, performance-driven environment.

:

--------------------

About the Role

As an Assistant Manager, you will take full ownership of day-to-day sales and customer engagement operations, leading large teams of telecalling and chat agents. You will be responsible for performance management, manpower planning, KPI governance, stakeholder collaboration, and continuous improvement across people, process, and technology.

Key Responsibilities

Lead and manage large teams (100+ agents) across telecalling and chat-based sales operations Define, monitor, and continuously improve key performance metrics, including call volumes, talk time, CSAT, quality scores, retention, and productivity Analyze performance data to identify trends, gaps, and improvement opportunities across CSAT, quality, and efficiency Own end-to-end daily operations, including manpower planning, hiring support, training coordination, and culture building Design and execute initiatives across people, process, and technology to improve agent and team KPIs Develop and implement performance strategies to enhance productivity, motivation, and outcome ownership Collaborate with cross-functional teams, such as technology and content, to support BAU operations and resolve system or process gaps Draft, implement, and govern operational policies, including attendance, incentive structures, KPIs, and performance improvement plans Lead interviews, assessments, and role definition for new hires Conduct regular performance evaluations, provide structured feedback, and support appraisals Build a positive, accountable, and high-performance team culture Ensure continuous training, upskilling, and professional development for all team members

Job Requirements:

---------------------

Education

Graduate qualification from any educational field under the 10+2+3 format

Experience & Skills

Minimum 1 year of experience as an Assistant Manager in a premium contact center environment Experience handling chat support teams is mandatory Existing Team Leaders with 2 years of Team Leader experience are eligible Strong understanding of operational KPIs and performance management Ability to lead independently and drive outcomes with ownership Strong stakeholder management and cross-functional collaboration skills

Why Join Fusion CX?

-----------------------


At Fusion CX, leadership roles are built on trust, accountability, and measurable impact. For professionals seeking leadership or call center assistant manager jobs in Siliguri that offer real ownership and growth, this role provides the opportunity to lead at scale while shaping team culture and performance outcomes with a pioneering health tech company in India. As part of a growing global organization with strong operational frameworks, this customer support job vacancy in Siliguri offers stability, autonomy, and a clear path for long-term leadership growth within a performance-focused environment.