Company Description Fusion CX transforms customer experience by combining advanced digital solutions with empathetic, personalized interactions. The company leverages AI-driven tools, analytics, Generative AI, Machine Learning, and Automation to anticipate customer needs and deliver exceptional service. Its solutions span multiple sectors, including BFSI, Healthcare and Life Sciences, High Tech Growth, Retail, Utility, and Telecom, tailored to specific industry challenges and opportunities.

With operations in 15 countries and a global workforce of 20,000 professionals from diverse backgrounds, Fusion CX provides localized support grounded in global expertise. The organization is committed to long-term client partnerships, superior customer experience, and continuous innovation in customer engagement.

Role Description The Team Lead role at Fusion CX is a full-time, on-site position based in Siliguri.

The Team

Lead will oversee a team of customer experience professionals, monitor performance, allocate workloads, and ensure adherence to quality, compliance, and service-level standards. This role involves coaching and mentoring team members, conducting regular feedback sessions, and supporting career development to improve individual and team outcomes.

The Team

Lead will collaborate with cross-functional stakeholders, use data and analytics to track metrics,



identify process improvements, and escalate operational issues when needed. The position also requires managing daily operations, maintaining accurate reports, and contributing to initiatives that enhance customer satisfaction and service efficiency.

Qualifications

- Demonstrated experience in team leadership or supervisory roles within customer service, contact centers, or customer experience operations.
- Strong skills in performance management, coaching, mentoring, and conflict resolution.
- Ability to analyze data, interpret performance metrics, and implement process improvements.
- Excellent communication, interpersonal, and stakeholder management skills.
- Comfort with digital tools, CRM systems, and basic understanding of AI-driven or analytics-based customer experience solutions.
- Proven ability to work in a fast-paced, target-driven environment and manage multiple priorities effectively.
- Prior experience in sectors such as BFSI, Healthcare and Life Sciences, High Tech, Retail, Utility, or Telecom is an advantage.
- Bachelor’s degree in business, management, communications, or a related field, or equivalent practical experience.
- Flexibility to work in rotational shifts if required, and commitment to on-site presence in Siliguri.

📌 Team Lead (Siliguri)
🏢 Fusion CX
📍 Siliguri