Deputy Manager

Digitide; Lucknow; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Digitide is seeking a Deputy Manager to lead and mentor our Customer Care Excellence (CCE) team. You will oversee daily operations, guide service delivery, and drive improvements across processes to ensure exceptional customer experiences.

The role emphasizes training, performance management, and collaboration with cross-functional teams. The ideal candidate brings a minimum of three years in customer care or management, strong leadership, and a customer-centric mindset, with proficiency in CRM

Qualifications

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum 3 years of experience in a customer care or management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in customer service principles and practices.
• Ability to work independently and manage multiple tasks.
• Analytical skills for data interpretation and problem-solving.
• Familiarity with CRM systems.
• Willingness to stay updated with industry trends and best practices.
• A customer-centric approach and a passion for delivering exceptional service.

Responsibilities

• Lead and manage a team of CCEs, providing guidance and support.
• Oversee customer care operations, ensuring high-quality service delivery.
• Train and develop team members to enhance their skills and knowledge.
• Implement customer service best practices and strategies.
• Monitor and analyze customer feedback to identify areas for improvement.
• Collaborate with other departments to ensure seamless customer experiences.
• Handle complex customer inquiries and escalating issues as needed.
• Maintain accurate records and documentation of customer interactions.
• Ensure compliance with company policies and procedures.
• Foster a positive and collaborative team culture.

Skills

Leadership

Communication

Multitasking

Analytical thinking

Team management

Customer-centric approach

Education

Bachelor's degree in Business Administration/Customer Service/related field

Tools

CRM systems

Data analysis

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 and guiding the CCE team, ensuring efficient and effective customer care operations. Your responsibilities will include training and developing team members, implementing strategies to enhance customer satisfaction, and maintaining a positive and productive work environment.

Responsibilities

• Lead and manage a team of CCEs, providing guidance and support.
• Oversee customer care operations, ensuring high-quality service delivery.
• Train and develop team members to enhance their skills and knowledge.
• Implement customer service best practices and strategies.
• Monitor and analyze customer feedback to identify areas for improvement.
• Collaborate with other departments to ensure seamless customer experiences.
• Handle complex customer inquiries and escalating issues as needed.
• Maintain accurate records and documentation of customer interactions.
• Ensure compliance with company policies and procedures.
• Foster a positive and collaborative team culture.

Qualifications

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum 3 years of experience in a customer care or management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in customer service principles and practices.
• Ability to work independently and manage multiple tasks.
• Analytical skills for data interpretation and problem-solving.
• Familiarity with customer relationship management (CRM) systems.
• Willingness to stay updated with industry trends and best practices.
• A customer-centric approach and a passion for delivering exceptional service.

Job Info

• Job Identification 266458
• Job Category Customer Support/Operations | BPM