Team Leader

Digitide

Itarsi

On-site

INR 360,000 - 600,000

Full time

37 hours ago

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Job summary

Digitide in India is seeking a capable Team Lead to supervise a customer support group and safeguard service standards. You will monitor performance, implement recognition programs, and drive productivity through KPI tracking and regular coaching.

The role requires 2–3 years in similar positions, 12th or undergraduate education, and the ability to schedule, report, and resolve issues end-to-end. You will mentor agents and ensure consistent, high-quality client service.

Qualifications

12th/Undergraduate
2-3 years of work experience
1 year of exp in the current role
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 identify gaps/scope of improvement

Skills

Team management

Performance monitoring

Quality improvement

Reporting

Education

12th/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

A2 to A3
Or
P1 to P2
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
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.