Team Leader

Digitide; Itarsi; On-site; INR 450,000 - 600,000; Full time

Job summary

Digitide is seeking a capable team lead to administratively manage a customer support team. The role focuses on monitoring performance, driving productivity, and ensuring high-quality service delivery for client satisfaction.

You will implement R & R programs, analyze reports, and plan staffing to meet process KPIs and SLA targets. With 2–3 years of relevant experience and a background in 12th/Undergraduate education, you will coordinate scheduling, mentor agents, and push for continuous

Qualifications

• Must have 12th/Undergraduate education.
• 2-3 years of work experience in a similar role.
• Experience managing a call center or support team preferred.

Responsibilities

• Administratively manage a team and monitor performance.
• Motivate team members through 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.
• Rostering and scheduling of agents as per process requirement.
• Provide end-to-end resolution by taking ownership and follow-ups.
• Ensure required login hours of the team to meet workload.
• Ensure all team members are equipped to handle customer queries.
• Meet team targets like AHT, Quality score, CSAT.
• Plan, prioritize and delegate work tasks to ensure proper functioning of team.
• Improve retention of employees.
• Ensure consistent service to client and end customers; review quality and feedback.
• Manage to achieve process KPI & SLA and CCE KPI & SLA.
• Audit calls and identify training requirements.

Skills

Team management

Performance monitoring

Reporting

Quality improvement

Customer service

KPI & SLA tracking

Education

12th/Undergraduate

Job description

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.

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.

Qualifications

12th/Undergraduate

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.