About the Role

As a Team Leader Outbound Operations, you will be responsible for managing day-to-day outbound 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 outbound support teams in an internal or premium contact center workplace
- 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
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 an outbound support or customer support program
- Experience in internal or premium contact center environments
- 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-ser

📌 Team Leader (Siliguri)
🏢 Fusion CX
📍 Siliguri