Operations Executive

Digitide; Cuttack; On-site; INR 400,000 - 600,000; Full time

Job summary

Digitide is seeking an Operations Executive to oversee day-to-day back-office operations and support our Customer Care Executives. The role focuses on efficient customer care, process improvements, and maintaining strong client relationships.

Ideal candidates have a business-focused degree, 3+ years in operations or customer care, and strong leadership, CRM proficiency, and problem-solving skills. This position emphasizes compliance, mentorship, and ongoing learning within a fast-paced

Qualifications

• Bachelor's degree and 3+ years in operations or customer care.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using CRM software.
• Analytical mindset with problem-solving skills.
• Ability to work independently and manage multiple tasks.
• Familiarity with industry regulations and compliance standards.
• Willingness to stay updated with tech advancements.
• Strong work ethic and customer-centric approach.

Responsibilities

• Oversee back-office team performance (CCEs) and operations.
• Develop and implement processes to streamline customer care.
• Monitor customer inquiries and feedback to identify improvements.
• Collaborate with other departments for seamless service.
• Train and mentor CCEs to enhance skills.
• Ensure compliance with company policies and regulations.
• Maintain accurate records of customer interactions.
• Handle escalations and provide timely resolutions.
• Stay updated with industry trends in customer care.
• Conduct regular performance evaluations and provide feedback.

Skills

Leadership

Communication

Analytical thinking

Problem solving

Multitasking

Customer-centric

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

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 an Operations Executive, you will play a vital role in overseeing the day-to-day operations of our back-office team. Your primary focus will be to ensure efficient and effective customer care by managing and supporting our Customer Care Executives (CCEs). You will be responsible for implementing strategies to enhance customer satisfaction and maintain positive relationships.

Responsibilities

• Manage and oversee the performance of the back-office team, including CCEs.
• Develop and implement processes to streamline customer care operations.
• Monitor and analyze customer inquiries and feedback to identify areas of improvement.
• Collaborate with other departments to ensure seamless customer service.
• Train and mentor CCEs to enhance their skills and knowledge.
• Ensure compliance with company policies and industry regulations.
• Maintain accurate records and documentation of customer interactions.
• Handle escalations and complex customer issues, providing timely resolutions.
• Stay updated with industry trends and best practices in customer care.
• Conduct regular performance evaluations and provide constructive feedback to the team.

Qualifications

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum 3 years of experience in a similar operations or customer care role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using customer relationship management (CRM) software.
• Analytical mindset with problem-solving skills.
• Ability to work independently and manage multiple tasks.
• Familiarity with industry-specific regulations and compliance standards.
• Willingness to stay updated with technological advancements.
• Strong work ethic and a customer-centric approach.

Job Info

• Job Identification 270801
• Job Category Customer Support/Operations | BPM