Job Description

If you are seeking a customer support team leader or TL job in Siliguri that allows you to lead high-impact chat support teams, drive operational metrics, and grow within a stable delivery environment, this opportunity is designed for you. Fusion CX is hiring Team Leaders to manage premium chat operations, focusing on performance governance, people practices, and customer experience. These TL job vacancies in Siliguri are ideal for professionals ready to step into a leadership role within a structured, performance-driven environment that values accountability and execution.

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About the Role

As a Team Leader - Chat Operations, you will be responsible for managing day-to-day chat support delivery, leading team performance, and ensuring adherence to operational metrics and people practices. You will play a key role in maintaining service quality, driving agent productivity, and supporting team engagement and retention.

Key Responsibilities

Lead and manage chat support teams in an internal or premium contact center environment Ensure consistent achievement of operational metrics, including productivity, quality, and customer experience Apply strong people practices, including score calculations, performance parameters, ratings, and attrition management Provide regular coaching, guidance, and performance feedback to team members Ensure adherence to customer care processes, service techniques, and operational guidelines Monitor team performance and implement corrective actions where required Support workforce planning, scheduling, and daily operational alignment Drive customer-service-oriented behaviors across the team Maintain accurate reporting and documentation using standard tools and dashboards Collaborate with operations and support functions to ensure smooth delivery
Responsibilities may evolve in response to changing business needs.

Job Requirements:

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Education

Graduate qualification from any educational field under the 10+2+3 format Exceptional candidates at the undergraduate level may be considered.

Experience & Skills

Minimum 1 year of experience as a Team Leader in a chat support program Experience in internal or premium contact center environments Hands-on exposure to chat platforms (Gupshup experience preferred) Strong understanding of operational metrics and people management practices Prior knowledge of customer care processes and service techniques Proficiency in MS Office applications, including Excel, Word, and PowerPoint Working knowledge of Green Belt, Lean concepts, and scheduling is an advantage Strong customer-service orientation and leadership communication skills

Work Mode

Work From Office (WFO) Location: Siliguri

Why Join Fusion CX?

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Fusion CX offers leadership opportunities built on clarity, ownership, and measurable outcomes. For professionals seeking call centre team leader jobs in Siliguri that offer long-term stability and hands-on leadership experience, this Siliguri TL job vacancy at a pioneering health tech company and haircare process provides an opportunity to grow within a delivery-focused global organisation where team leadership, performance excellence, and career progression are closely aligned.