Deputy Manager

Digitide; Chandigarh; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Digitide is seeking a Deputy Manager to oversee daily operations of the customer care department and sustain high satisfaction levels. You will partner with the Manager to shape service strategies, implement best practices, and drive team performance while ensuring compliance and process alignment.

The ideal candidate has 5+ years in customer-facing roles, at least 2 years in leadership, strong communication, and a track record of process improvements.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum 5 years of experience in a customer-facing role, with at least 2 years in a leadership position.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Strong problem-solving and analytical abilities, with a focus on process improvement.
• Proven track record of successful team management and leadership.
• Ability to work independently and make informed decisions.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Excellent organizational and time management skills.
• Willingness to adapt to changing business needs and strategies.
• A proactive and results-driven mindset, with a passion for customer satisfaction.

Responsibilities

• Lead and manage a team of Customer Care Executives (CCEs) to ensure efficient and effective customer support.
• Oversee the handling of customer inquiries, resolving issues, and providing accurate product/service information.
• Implement and maintain quality control measures to ensure consistent and high-quality customer experiences.
• Develop and execute strategies to improve customer satisfaction and retention rates.
• Collaborate with other departments to ensure seamless customer journeys and cross-functional alignment.
• Conduct regular performance evaluations and provide constructive feedback to the team.
• Identify areas for process improvement and implement innovative solutions.
• Stay updated with industry trends and competitor strategies to maintain a competitive edge.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Foster a positive and collaborative work environment, promoting a customer-centric culture.

Skills

Leadership

CRM proficiency

Customer service

Communication skills

Problem-solving

Process improvement

Team management

Decision making

Interpersonal skills

Education

Bachelor's degree in Business Administration or related field

Tools

CRM

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

As the Deputy Manager, you will play a vital role in overseeing the daily operations of the department, ensuring smooth processes, and maintaining high customer satisfaction. You will work closely with the Manager to develop strategies, implement best practices, and drive the team's performance. Your leadership and management skills will be crucial in motivating and guiding the team to achieve their goals.

Responsibilities

• Lead and manage a team of Customer Care Executives (CCEs) to ensure efficient and effective customer support.
• Oversee the handling of customer inquiries, resolving issues, and providing accurate product/service information.
• Implement and maintain quality control measures to ensure consistent and high-quality customer experiences.
• Develop and execute strategies to improve customer satisfaction and retention rates.
• Collaborate with other departments to ensure seamless customer journeys and cross-functional alignment.
• Conduct regular performance evaluations and provide constructive feedback to the team.
• Identify areas for process improvement and implement innovative solutions.
• Stay updated with industry trends and competitor strategies to maintain a competitive edge.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Foster a positive and collaborative work environment, promoting a customer-centric culture.

Qualifications

• A bachelor's degree in Business Administration, Management, or a related field is preferred.
• Minimum 5 years of experience in a customer-facing role, with at least 2 years in a leadership position.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Strong problem-solving and analytical abilities, with a focus on process improvement.
• Proven track record of successful team management and leadership.
• Ability to work independently and make informed decisions.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Excellent organizational and time management skills.
• Willingness to adapt to changing business needs and strategies.
• A proactive and results-driven mindset, with a passion for customer satisfaction.

About Us

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Info

• Job Identification 270697
• Job Category Customer Support/Operations | BPM