Operations Executive

Digitide; Kanpur; On-site; INR 600,000 - 900,000; Full time

Job summary

Digitide seeks an Operations Executive to oversee the day-to-day operations of its back-office team, ensuring efficient customer care and strong relationships with clients. You will implement processes to improve care delivery and train CCEs to raise service levels.

You will lead cross-functional collaboration, monitor inquiries, and ensure compliance with policies while maintaining accurate records and timely resolutions. A customer-centric mindset and proactive problem-solving are essential.

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.

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.

Skills

Leadership

Team management

Communication

CRM software

Interpersonal skills

Analytical thinking

Problem solving

Independence

Multitasking

Regulatory compliance

Technology awareness

Customer-centric

Education

Bachelor's degree in Business Administration or related field

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 271030
• Job Category Customer Support/Operations | BPM