Team Leader

Digitide; Hisar; On-site; INR 600,000 - 900,000; Full time

Job summary

Digitide is seeking a Team Leader to guide a team of Customer Care Executives in Hisar, Haryana. The role focuses on daily operations, coaching, and delivering an exceptional customer experience. You will collaborate across departments to align strategies and drive performance.

The ideal candidate has 3+ years of leadership in customer service, strong communication, and a data-driven mindset to coach, optimize processes, and maintain high standards.

Qualifications

• Minimum of 3 years of experience in a team leadership role, preferably in a customer service environment.
• Proven leadership and interpersonal skills with the ability to motivate and inspire a team.
• Excellent communication and problem-solving abilities with a customer-centric approach.
• Proven track record of successfully managing and developing high-performing teams.
• Proficiency in using CRM systems and other relevant software.
• Ability to work independently and make sound decisions under pressure.
• Analytical skills to interpret data and make informed recommendations.
• Flexibility to adapt to changing business needs and priorities.
• Excellent time management and organizational skills.
• A positive attitude and a passion for delivering exceptional customer service.

Responsibilities

• Lead and motivate a team of Customer Care Executives, fostering a positive and productive work environment.
• Oversee daily operations, ensuring efficient and effective customer service delivery.
• Provide regular performance feedback and coaching to team members, identifying areas for improvement.
• Implement and monitor quality assurance processes to maintain high standards of customer service.
• Collaborate with other departments to align strategies and ensure seamless customer journey.
• Handle complex customer inquiries and elevate issues as needed, ensuring timely resolution.
• Conduct regular team meetings to discuss performance, goals, and any operational challenges.
• Maintain accurate records and generate reports on team performance and customer satisfaction.
• Stay updated with industry trends and best practices, implementing innovative solutions.
• Ensure compliance with company policies and procedures, maintaining a professional work culture.

Skills

Team leadership

Customer service

Communication

Coaching

Problem solving

Decision making

Time management

Interpersonal skills

Analytical skills

Tools

CRM systems

Data reporting tools

MS Office

Job description

Job Description: As the Team Leader, you will play a vital role in managing and guiding a team of CCEs. Your responsibilities will include overseeing daily operations, providing training and support to team members, and ensuring the team delivers an exceptional customer experience. You will also collaborate with other departments to align strategies and achieve organizational goals.

Responsibilities

• Lead and motivate a team of Customer Care Executives, fostering a positive and productive work environment.
• Oversee daily operations, ensuring efficient and effective customer service delivery.
• Provide regular performance feedback and coaching to team members, identifying areas for improvement.
• Implement and monitor quality assurance processes to maintain high standards of customer service.
• Collaborate with other departments to align strategies and ensure seamless customer journey.
• Handle complex customer inquiries and elevate issues as needed, ensuring timely resolution.
• Conduct regular team meetings to discuss performance, goals, and any operational challenges.
• Maintain accurate records and generate reports on team performance and customer satisfaction.
• Stay updated with industry trends and best practices, implementing innovative solutions.
• Ensure compliance with company policies and procedures, maintaining a professional work culture.

Qualifications

• Minimum of 3 years of experience in a team leadership role, preferably in a customer service environment.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
• Excellent communication and problem-solving abilities, with a customer-centric approach.
• Proven track record of successfully managing and developing high-performing teams.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and make sound decisions under pressure.
• Analytical skills to interpret data and make informed recommendations.
• Flexibility to adapt to changing business needs and priorities.
• Excellent time management and organizational skills.
• A positive attitude and a passion for delivering exceptional customer service.

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.

Requirements: