Team Leader

Digitide

Lucknow

On-site

INR 350,000 - 550,000

Full time

10 hours ago

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Job summary

Digitide in Lucknow, India is seeking an experienced operations team lead with a focus on customer support performance. You will administratively manage a team, monitor performance, and drive improvements across KPIs and service levels.

Responsibilities include motivating team members, analyzing reports, and ensuring colleagues are equipped to handle customer queries while meeting targets such as AHT, quality, and CSAT. Regular reporting will be part of the role.

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 should identify the gaps/scope of improvement (if Targets are not met)
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, conversions, etc.
To plan, prioritize and delegate work tasks to ensure proper functioning of team.
Improve the retention of employees
Managing to achieve process KPI & SLA

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
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

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)
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, conversions, etc.
To plan, prioritize and delegate work tasks to ensure proper functioning of team.
Improve the retention of employees
Managing to achieve process KPI & SLA

Qualifications

12/undergraduate

About Us

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

Job Info