Team Leader

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

Job summary

Digitide is seeking a Team Leader for its Customer Care team to drive exceptional service delivery and customer satisfaction. You will mentor and guide a team of Customer Care Executives, oversee daily operations, and implement process improvements to enhance efficiency and outcomes.

Ideal candidates will have 3+ years of leadership in customer service, strong communication skills, and proficiency with CRM systems.

Qualifications

• 3+ years in a customer service leadership role, preferably in a call center
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Proficiency in using CRM systems and other relevant software tools
• Ability to lead, mentor and develop a team

Responsibilities

• Lead and motivate a team of Customer Care Executives, fostering a positive and productive work environment
• Oversee daily operations of the CCE team with timely response to inquiries
• Train and develop team members, providing regular feedback and performance evaluations
• Handle complex customer complaints and escalations with prompt resolutions
• Collaborate with other departments to improve customer service processes
• Monitor and analyze team performance metrics and implement improvements
• Ensure compliance with policies and maintain confidentiality
• Build relationships with clients and internal teams
• Stay updated with industry trends and best practices in customer service

Skills

CRM proficiency

Team leadership

Communication skills

Problem-solving

Time management

Tools

CRM systems

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

As the Team Leader, you will play a crucial role in guiding and developing a team of Customer Care Executives (CCEs). Your primary responsibility is to ensure the team provides an exceptional customer experience, handles inquiries, and resolves complaints effectively. You will be a key driver in maintaining high customer satisfaction and loyalty.

Responsibilities

• Lead and motivate a team of Customer Care Executives, fostering a positive and productive work environment.
• Oversee and manage the daily operations of the CCE team, ensuring efficient workflow and timely response to customer inquiries.
• Train and develop team members, providing regular feedback and performance evaluations to enhance their skills and knowledge.
• Handle complex customer complaints and escalations, ensuring prompt and satisfactory resolutions.
• Collaborate with other departments to improve customer service processes and enhance overall customer satisfaction.
• Monitor and analyze team performance metrics, identifying areas for improvement and implementing strategies to optimize efficiency.
• Ensure compliance with company policies and procedures, maintaining high standards of professionalism and confidentiality.
• Build and maintain strong relationships with key stakeholders, including clients and internal teams.
• Stay updated with industry trends and best practices in customer service, implementing innovative solutions when necessary.

Qualifications

• A minimum of 3 years of experience in a customer service leadership role, preferably in a call center environment.
• Proven track record of successfully leading and motivating a team, with a focus on customer satisfaction.
• Excellent communication and interpersonal skills, with the ability to build rapport and resolve conflicts effectively.
• Strong problem-solving and analytical skills, with the ability to make sound decisions under pressure.
• Proficiency in using customer relationship management (CRM) systems and other relevant software tools.
• Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively.
• Excellent time management and organizational skills, with a focus on meeting deadlines and achieving goals.
• A customer-centric mindset, with a passion for delivering exceptional service and building long-term customer relationships.
• Strong leadership qualities, including the ability to inspire, mentor, and develop team members.
• Flexibility to adapt to changing work demands and a willingness to learn and grow within the role.

About Us

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 Info

• Job Identification 263100
• Job Category Customer Support/Operations | BPM