Team Leader

Digitide Solutions Limited; Bengaluru; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Digitide Solutions Limited in Bengaluru is seeking a Team Leader to guide and develop a team of Customer Care Executives. You will ensure exceptional customer experiences, manage inquiries, and resolve escalations effectively.

The role emphasizes coaching, performance reviews, stakeholder relationships, and driving process improvements to boost customer satisfaction and loyalty.

Qualifications

• Minimum of 3 years of experience in a customer service leadership role.
• Proven track record of leading and motivating a team with focus on customer satisfaction.
• Excellent communication and interpersonal skills with ability to resolve conflicts.
• Strong problem-solving and analytical skills; able to make decisions under pressure.
• Proficiency in using CRM systems and related software tools.
• Ability to work independently and manage multiple tasks simultaneously.
• Excellent time management and organizational skills; meet deadlines.
• Customer-centric mindset and ability to build long-term relationships.
• Strong leadership qualities: mentoring and developing team members.
• Flexibility to adapt to changing work demands and learn continuously.

Responsibilities

• Lead and motivate a team of Customer Care Executives, fostering a positive and productive work environment.
• Oversee daily operations of the CCE team and ensure timely responses to inquiries.
• Train and develop team members with regular feedback and evaluations.
• Handle complex customer complaints and escalations to ensure satisfactory resolutions.
• Collaborate with other departments to improve customer service processes.
• Monitor and analyse team performance metrics and identify improvement areas.
• Ensure compliance with company policies and maintain confidentiality.
• Build strong relationships with clients and internal teams.
• Stay updated with industry trends and implement innovative solutions when needed.

Skills

Team leadership

Communication skills

Problem solving

CRM proficiency

Time management

Organizational skills

Conflict resolution

Stakeholder management

Adaptability

Mentoring

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 the Team Leader, you will play a crucial role in guiding and developing a team of Customer Care Executives (CCEs). Your primary responsibility is to ensure the team provides an exceptional customer experience, handles inquiries, and resolves complaints effectively. You will be a key driver in maintaining high customer satisfaction and loyalty.

Responsibilities

• Lead and motivate a team of Customer Care Executives, fostering a positive and productive work environment.
• Oversee and manage the daily operations of the CCE team, ensuring efficient workflow and timely response to customer inquiries.
• Train and develop team members, providing regular feedback and performance evaluations to enhance their skills and knowledge.
• Handle complex customer complaints and escalations, ensuring prompt and satisfactory resolutions.
• Collaborate with other departments to improve customer service processes and enhance overall customer satisfaction.
• Monitor and analyze team performance metrics, identifying areas for improvement and implementing strategies to optimize efficiency.
• Ensure compliance with company policies and procedures, maintaining high standards of professionalism and confidentiality.
• Build and maintain strong relationships with key stakeholders, including clients and internal teams.
• Stay updated with industry trends and best practices in customer service, implementing innovative solutions when necessary.

Qualifications

• A minimum of 3 years of experience in a customer service leadership role, preferably in a call center environment.
• Proven track record of successfully leading and motivating a team, with the focus on customer satisfaction.
• Excellent communication and interpersonal skills, with the ability to build rapport and resolve conflicts effectively.
• Strong problem-solving and analytical skills, with the ability to make sound decisions under pressure.
• Proficiency in using customer relationship management (CRM) systems and other relevant software tools.
• Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively.
• Excellent time management and organizational skills, with a focus on meeting deadlines and achieving goals.
• A customer-centric mindset, with a passion for delivering exceptional service and building long‑term customer relationships.
• Strong leadership qualities, including the ability to inspire, mentor, and develop team members.
• Flexibility to adapt to changing work demands and a willingness to learn and grow within the role.

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 263192
• Job Category Customer Support/Operations | BPM