OPS - EXE

Digitide Solutions Limited; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Digitide Solutions Limited in Mumbai seeks an OPS - EXE to oversee the daily operations of the customer care team, driving efficiency, quality, and customer satisfaction. You will lead a team of Customer Care Executives, monitor inquiries, and ensure timely resolutions while upholding data security and brand standards.

The ideal candidate has 5+ years in customer care leadership, preferably in BFSI, with strong CRM experience and a track record of improving process performance and customer

Qualifications

• Minimum 5 years in a customer care leadership role, preferably BFSI.
• Proven track record in leading a care team and delivering results.
• Excellent communication and interpersonal skills for stakeholder management.
• Strong problem-solving and data-driven decision making.
• Proficiency with CRM systems and related tools.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead and manage a team of Customer Care Executives to achieve operational excellence.
• Oversee inquiries, ensuring timely and accurate responses.
• Enforce quality assurance processes to maintain high service standards.
• Handle complex customer complaints and escalate as needed.
• Collaborate with other departments to resolve issues and improve CX.
• Conduct regular performance reviews and provide feedback to CCEs.
• Stay updated with industry trends and implement productivity strategies.
• Ensure compliance with data protection and security policies.

Skills

CRM systems

Team leadership

Quality assurance

Customer analytics

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 OPS - EXE, you will be responsible for overseeing the daily operations of our customer care team, ensuring efficient and effective service delivery. Your role is crucial in maintaining high customer satisfaction and building a positive brand image.

Responsibilities

• Lead and manage a team of Customer Care Executives (CCEs) to achieve operational excellence.
• Oversee and monitor customer inquiries, ensuring timely and accurate responses.
• Implement and enforce quality assurance processes to maintain high service standards.
• Handle complex customer complaints and escalate issues as needed.
• Collaborate with other departments to resolve customer concerns and improve overall customer experience.
• Conduct regular performance evaluations and provide constructive feedback to CCEs.
• Stay updated with industry trends and best practices in customer care.
• Develop and implement strategies to enhance team productivity and efficiency.
• Ensure compliance with company policies and procedures, especially in data protection and security.
• Act as a point of contact for senior management, providing regular updates and reports.

Qualifications

• A minimum of 5 years of experience in a customer care leadership role, preferably in the BFSI industry.
• Proven track record of successfully managing and leading a customer care team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Strong problem-solving and decision-making abilities, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and tools.
• Analytical skills to interpret data and make informed decisions.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Strong organizational and time management skills.
• A proactive and solution-oriented mindset.
• Willingness to continuously learn and adapt to new technologies and industry trends.

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 250639
• Job Category Customer Support/Operations | BPM