Senior Team Leader

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

Job summary

Digitide in Mumbai is seeking an experienced customer service leader to oversee a banking contact center, guiding a team of Team Leads and associates to maintain high service levels.

You will drive performance, coach supervisors, monitor KPIs, and coordinate with HR for workforce planning to meet SLA targets.

The ideal candidate holds a Bachelor's degree, 6+ years in customer service or telemarketing, and strong English plus a regional language.

Qualifications

• Graduation

Responsibilities

• Lead and manage a team of Team Leads and customer service associates; provide guidance, coaching, and support to Team Leads in their supervisory roles.
• Handle escalated customer queries and complaints and ensure smooth daily operations while meeting SLAs.
• Monitor KPIs, analyze performance, and implement corrective actions where required.
• Support workforce planning and coordination with HR, including scheduling and resource allocation.
• Identify training needs and skill gaps and facilitate capability development across teams.
• Conduct regular meetings & Reviews with Team Leads to communicate updates, objectives, and operational challenges.
• Prepare and analyze reports related to contact center performance and collaborate with senior management to implement improvement strategies.

Skills

Leadership

Communication

Problem-solving

Team management

Education

Bachelor's degree

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

• A3 to A4
• Or
• P2 to P3
• Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)
• 1 year in the current role
• No Warning Letter issued in the past 6 months
• Mandatory E-learning courses certified wherever applicable

Responsibilities

• Bachelor’s degree in a relevant field (preferred) with minimum 6 years of experience in customer service, direct selling, telemarketing, or a related field.
• Proven leadership and supervisory experience with strong communication and interpersonal skills in English and at least one regional language.
• Strong problem-solving and decision-making abilities with sound knowledge of banking products, services, and regulations.
• Additional certifications as required by the bank or regulator are desirable.
• Lead and manage a team of Team Leads and customer service associates; provide guidance, coaching, and support to Team Leads in their supervisory roles.
• Handle escalated customer queries and complaints and ensure smooth daily operations while meeting SLAs.
• Monitor KPIs, analyze performance, and implement corrective actions where required.
• Support workforce planning and coordination with HR, including scheduling and resource allocation.
• Identify training needs and skill gaps and facilitate capability development across teams.
• Conduct regular meetings & Reviews with Team Leads to communicate updates, objectives, and operational challenges.
• Prepare and analyze reports related to contact center performance and collaborate with senior management to implement improvement strategies

Qualifications

Graduation

Job Info

• Job Identification 261425
• Job Category Customer Support/Operations | BPM