Team Leader – Sales & Customer Support – Mumbai, India

Fusion CX is hiring an experienced Team Leader to oversee Sales and Customer Support operations at our Mumbai site. If you are a graduate with at least two years of team handling experience in BPO sales or support functions and you thrive in a fast-paced, target-driven environment, this is your opportunity to step into a leadership role with a company that values results, people, and progress. This is a high-impact opportunity for professionals exploring customer support jobs in Mumbai with leadership potential. Whether you are seeking team leader (TL) or customer support jobs in Mumbai, customer support leadership roles, or sales operations careers in India’s customer experience industry, this role offers the challenge and visibility to make your mark. Apply now to grow with a global leader in customer experience transformation.

Job Description

Key Responsibilities

• Lead a team of agents handling customer support and sales across voice/non-voice channels.
• Drive performance metrics including conversion rates, customer satisfaction (CSAT), and average handling time (AHT).
• Conduct daily huddles, coaching sessions, and performance reviews to meet service and sales targets.
• Ensure team adherence to process guidelines, compliance protocols, and maintain high-quality communication.
• Handle escalations with a focus on customer retention, issue resolution, and experience recovery.
• Monitor dashboards, track KPIs, and report daily/weekly performance to management.
• Work closely with Training and Quality teams to improve team effectiveness and engagement.
• Motivate and mentor agents to ensure a high-performance culture and low attrition.

Job Requirements

• Graduate in any discipline (mandatory)
• Minimum 2 years of team leadership experience in a BPO environment (sales/support)
• Strong analytical skills with a data-driven approach to decision-making
• Excellent interpersonal, coaching, and conflict-resolution abilities
• Proven ability to lead performance and process improvement initiatives
• Ability to manage shifting schedules and team demands effectively

Process Details

Domain: Sales & Customer Support
Work Mode: Onsite (Mumbai)
Location: Mumbai, Maharashtra

Why Join Fusion CX?

At Fusion CX Mumbai, leadership isn’t just about titles—it’s about building others. As a Team Leader, you’ll shape talent, drive performance, and play a key role in delivering customer and business success.

• Be part of a high-performance team supporting a leading global client
• Join a company that values leadership built on empathy, coaching, and accountability
• Access structured development pathways for future growth in operations management
• Work in a collaborative, inclusive culture where your contributions are recognized
• Thrive in a people-first environment with visibility, ownership, and support

This is the ideal opportunity for those looking to transition from agent-level roles into team leadership or to grow further in operations with TL jobs in global BPO or BPM companies in Mumbai. If you’re searching for high-growth customer support jobs in Mumbai with leadership accountability, apply now and advance your future with Fusion CX. Fusion CX Mumbai is hiring. Step up, lead, and grow where performance meets purpose.