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 professional 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.
Solid skills in performance management, coaching, mentoring, and conflict resolution.
Ability to analyze data, interpret performance metrics, and implement process improvements.
Excellent communication, interp

📌 Team Lead (Siliguri)
🏢 Fusion CX
📍 Siliguri