Senior Executive

Digitide; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Digitide in Hyderabad, India seeks a Senior Executive to oversee customer care operations. The role focuses on leading the CCE team, implementing best practices, and driving exceptional service and cost-effective resolutions.

You will set strategic directions, monitor trends, and collaborate with cross-functional teams to align care initiatives with business objectives. Strong CRM and leadership are essential.

Qualifications

• 8+ years in customer care and executive management.
• Excellent leadership and interpersonal skills with strong communication.
• Proficient in CRM systems (Salesforce) and data-driven decision making.

Responsibilities

• Lead and mentor a team of Customer Care Executives (CCEs) to ensure high-quality interactions.
• Develop strategies to enhance customer satisfaction and loyalty, driving growth.
• Monitor customer feedback and trends to identify improvements and implement solutions.
• Collaborate with cross-functional teams to align care initiatives with business goals.
• Ensure compliance with regulations and company policies; uphold ethics.
• Conduct regular performance evaluations and provide constructive feedback.
• Stay updated with industry trends and explore new technologies for care processes.
• Manage and optimize the customer care budget for cost-efficiency.
• Build relationships with clients and partners to foster collaboration.

Skills

Leadership

CRM systems

Data-driven decision making

Stakeholder management

Strategic thinking

Mentoring

Budget management

Communication

Education

Bachelor's degree in business administration

Tools

Salesforce

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 Senior Executive, you will play a vital role in driving the success of our customer care operations. Your primary focus will be to oversee and manage the team of Customer Care Executives (CCEs), ensuring exceptional customer service and efficient issue resolution. You will be responsible for setting strategic directions, implementing best practices, and fostering a positive and productive work environment.

Responsibilities

• Lead and mentor a team of CCEs, providing guidance and support to ensure high-quality customer interactions.
• Develop and implement strategies to enhance customer satisfaction and loyalty, driving business growth.
• Monitor and analyze customer feedback and trends to identify areas of improvement and implement effective solutions.
• Collaborate with cross-functional teams to align customer care initiatives with overall business objectives.
• Ensure compliance with industry regulations and company policies, maintaining a high standard of ethical practices.
• Conduct regular performance evaluations and provide constructive feedback to CCEs, promoting professional development.
• Stay updated with industry trends and emerging technologies, exploring innovative ways to enhance customer care processes.
• Manage and optimize the customer care budget, ensuring efficient resource allocation and cost-effectiveness.
• Build and maintain strong relationships with key stakeholders, including clients and partners, to foster collaboration.

Qualifications

• A minimum of 8 years of experience in customer care and executive management, with a proven track record in a similar role.
• Excellent leadership and interpersonal skills, with the ability to motivate and inspire a diverse team.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Proficiency in customer relationship management (CRM) systems and tools, such as Salesforce or similar platforms.
• Exceptional communication skills, both written and verbal, with the ability to articulate complex ideas clearly.
• A deep understanding of customer behavior and the ability to anticipate and address their needs effectively.
• Experience in developing and implementing customer care strategies, with a focus on continuous improvement.
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• A proactive and innovative mindset, with a willingness to explore new technologies and industry best practices.
• A bachelor's degree in business administration, customer service, or a related field is preferred.

Job Info

• Job Identification 265034
• Job Category Customer Support/Operations | BPM