Team Leader

Digitide; Hyderabad; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Digitide in Hyderabad, India is seeking an experienced team leader for a call center environment. You will supervise a customer care team, drive performance, and ensure high client satisfaction through effective coaching and workflow management.

Responsibilities include rostering, performance analysis, and maintaining service levels while meeting quality targets. The role requires strong communication, analytical thinking, and adaptability to after-hours shifts.

Qualifications

• Minimum of 3 years of experience in a team leadership role.
• Proven track record of leading teams and customer satisfaction.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities, with a data-driven approach.
• Proficiency in using CRM systems and other relevant software tools.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Willingness to work after-hours or weekend shifts as needed.

Responsibilities

• Administratively manage a team & monitor their performance.
• Motivate and recognize team members through implementation of the R & R programs.
• Analyze reports to enhance productivity.
• Improve quality of service and increase client delight.
• Prepare and submit periodic reports of team performance and identify gaps.
• Rostering and scheduling of agents as per process requirement.
• Provide end-to-end resolution by taking ownership and following up.
• Ensure required login hours to meet volume of work.
• Ensure team members are equipped to handle customer queries.
• Meet team targets like AHT, Quality score, CSAT, etc.
• Plan, prioritize and delegate work tasks for proper functioning.
• Improve retention of employees.
• Review quality and customer feedback to ensure consistent service.
• Manage process KPI & SLA and audit calls for training needs.

Skills

Team leadership

Customer satisfaction focus

Communication skills

Problem-solving

Data-driven decision making

Time management

Multitasking

Flexibility for shifts

Education

Any Graduate

Tools

CRM software

Job description

Job Description:

A1 to A3
•Average PMI (last 6 months)/PMS rating 3 and above
•2 years in current role
•No Warning Letter issued in the past 6 months
•Mandatory E-learning courses certified wherever applicable
A2 to A3
Or
P1 to P2
•Average PMI (last 6 months)/PMS rating 3 and above
•1 year of exp in the current role
•No Warning Letter issued in the past 6 months
•Mandatory E-learning courses certified wherever applicable

Responsibilities

• Responsibilities
  •Administratively manage a team & monitor their performance
  •Motivate and recognize team members through implementation of the R & R programs
  •Analyze various reports to enhance productivity
  •Improve quality of service and increase client delight
  •Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met).
  •Rostering and Scheduling of agents as per Process requirement
  •Provide end-to-end resolution by taking ownership and doing follow-ups
  •To ensure required login hours of the team to meet the volume of work.
  •To ensure all the members of the team are equipped well to handle customer's queries.
  •To meet the Team targets like AHT, Quality score, CSAT Etc.
  •To plan, prioritize and delegate work tasks to ensure proper functioning of team.
  •Improve the retention of employees
  •Ensure that both client and end customer gets the right kind of service in a consistent manner by periodically reviewing quality, Customer appreciations or complaints if any.
  •Managing to achieve process KPI & SLA
  •Managing to achieve CCE KPI & SLA
  •Audit calls and identify the training requirements.
• Key Deliverables
  •Quality Scores
  •Client SLA achievement
  •Improve CSAT
  •Low attrition & High Productivity
  •Attendance compliance
  •Client satisfaction
• Professional Experience
  •2-3 years of work experience.
• Education
  •Any Graduate
  

Qualifications

• Minimum of 3 years of experience in a team leadership role, preferably in a customer care or call center environment.
• Proven track record of successfully leading and motivating teams, with a focus on customer satisfaction.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and customers.
• Strong problem-solving and analytical abilities, with a data-driven approach to decision-making.
• Proficiency in using customer relationship management (CRM) systems and other relevant software tools.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Excellent time management and organizational skills, with a focus on meeting deadlines and achieving goals.
• Flexibility to adapt to changing work schedules and handle after-hours or weekend shifts as needed.
• Strong knowledge of customer service best practices and a customer-centric mindset.
• Willingness to continuously learn and stay updated with industry trends and advancements.

Requirements: