Job description
- Oversee and manage a team of 30 telesupport/ hair coach agents, providing leadership and guidance.
- Define, monitor, and enhance key performance indicators (KPIs) across the team, including metrics such as call volume, talk time, customer satisfaction (CSAT), quality of interaction, and retention percentage.
- Analyze performance data to identify areas for improvement in KPIs, focusing on CSAT, productivity, and quality.
- Take full ownership of day-to-day operations, including telesupport and quality assurance (QA) activities.
- Propose and implement initiatives (people/process/technology) aimed at enhancing agent performance metrics.
- Collaborate with cross-functional teams, such as technology and content,



to drive initiatives and ensure seamless business-as-usual (BAU) operations, including resolving technical issues and managing stakeholder relationships across the organization.
- Plan for team shrinkage and optimize resource allocation.
- Conduct performance evaluations based on KPIs, provide feedback to team members, and facilitate appraisal processes.
- Foster a positive and motivational work culture that fosters productivity and drives desired outcomes.
- Ensure comprehensive training and development opportunities for all agents.

📌 Team Leader (Kolkata)
🏢 Fusion CX
📍 Kolkata