Team Leader

Digitide Solutions Limited; India; On-site; INR 350,000 - 520,000; Full time

Job summary

A global business solutions provider based in India is seeking a professional to manage a team and enhance performance. The role involves motivating team members, analyzing reports to improve productivity, and ensuring quality service to clients. Candidates should have at least a 12th-grade education level. The position requires overseeing team schedules, ensuring compliance, and meeting service level agreements. The company offers a dynamic environment focused on growth and client satisfaction.

Qualifications

• 12/undergraduate

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 identify gaps for improvement.
• Rostering and Scheduling of agents as per Process requirement.
• Provide end-to-end resolution by taking ownership and doing follow-ups.
• Ensure required login hours of the team to meet the volume of work.
• Ensure team members can handle customer queries.
• Meet the Team targets like AHT, Quality score, CSAT, etc.
• Plan, prioritize, and delegate work tasks for proper functioning of the team.
• Improve employee retention.
• Ensure consistent service quality through periodic review.
• Manage to achieve process KPI & SLA
• Manage to achieve CCE KPI & SLA
• Audit calls and identify training requirements
• Quality Scores
• Client SLA achievement
• Improve CSAT
• Low attrition & High Productivity
• Attendance compliance
• Client satisfaction

Education

12/undergraduate

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

• 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
• E-learning mandatory courses certified wherever applicable

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.
• Quality Scores
• Client SLA achievement
• Improve CSAT
• Low attrition & High Productivity
• Attendance compliance
• Client satisfaction

Qualifications

• 12/undergraduate

Job Info

• Job Identification 253502
• Job Category Credit and Collections | BPM