Senior Analyst

Digitide; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Digitide is seeking a Senior Analyst to oversee and optimize customer care operations. You will lead a team of Customer Care Executives, mentor them, and drive strategies for top-tier customer satisfaction and efficient issue resolution.

You will collaborate across departments, analyze feedback trends, and ensure compliance with policies while maintaining high service standards.

Qualifications

• 5+ years in customer care leadership (BFSI preferred).
• Proven track record mentoring customer care teams.
• Excellent communication and relationship-building skills.
• Strong analytical, problem-solving and customer-centric mindset.
• Proficient with CRM systems and relevant software.

Responsibilities

• Lead and mentor a team of Customer Care Executives, fostering a positive and productive work environment.
• Monitor and evaluate CCE performance, providing regular feedback and coaching to drive continuous improvement.
• Develop strategies to enhance customer satisfaction and retention through efficient issue resolution.
• Collaborate with other departments to ensure seamless customer journeys and effective issue escalation.
• Analyze customer feedback and trends to identify improvement areas and implement changes.
• Ensure compliance with company policies and maintain high service standards.

Skills

Leadership

Communication

Analytical thinking

Customer-centric

Problem-solving

Time management

Team collaboration

Education

Business Administration degree

Tools

CRM systems

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 a Senior Analyst, you will play a crucial role in overseeing and optimizing our customer care operations. Your primary responsibility will be to ensure the highest level of customer satisfaction and efficient issue resolution. You will lead a team of Customer Care Executives (CCEs), providing guidance, training, and support to enhance their performance and overall customer experience.

Responsibilities

• Lead and mentor a team of Customer Care Executives, fostering a positive and productive work environment.
• Monitor and evaluate CCE performance, providing regular feedback and coaching to drive continuous improvement.
• Develop and implement strategies to enhance customer satisfaction and retention, focusing on efficient issue resolution.
• Collaborate with other departments to ensure seamless customer journeys and effective issue escalation.
• Analyze customer feedback and trends to identify areas of improvement and implement necessary changes.
• Ensure compliance with company policies and procedures, maintaining high standards of customer service.
• Stay updated on industry trends and best practices, incorporating new strategies to enhance customer care.
• Conduct regular team meetings to discuss performance, challenges, and goals, fostering a culture of open communication.
• Handle complex customer inquiries and complaints, providing timely and effective resolutions.
• Maintain accurate records and generate reports on customer interactions and team performance.

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 mentoring customer care teams.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Strong analytical and problem-solving abilities, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Excellent time management and organizational skills, with a focus on attention to detail.
• A proactive and innovative mindset, with a passion for continuous improvement.
• Strong leadership and team-building skills, with the ability to motivate and inspire others.
• A degree in Business Administration, Customer Service, or a related field is preferred.

Job Info

• Job Identification 252019
• Job Category Customer Support/Operations | BPM