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.

Job Description:

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 current team members
- Maintain discipline, accountability, and consistency across team operations

Job Requirements:

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 / 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 Mode

- Work From Office (WFO)
- Location: Durgapur, India

Why Join Fusion CX?

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.

📌 Team Leader – Retail Chat Support (Non-Voice, WFO – Durgapur) (India)
🏢 Fusion CX
📍 India