Team Leader

Digitide

Mumbai

On-site

INR 240,000 - 300,000

Full time

3 days ago

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Job summary

Digitide is seeking a motivated Customer Support/Operations associate in Mumbai to support client engagements and optimize processes across voice, chat, and CRM channels in a fast-paced BPM environment.

Responsibilities include onboarding callers, coordinating with HR for recruitment, maintaining dashboards, handling escalated inquiries, delivering RCA analyses, and ensuring quality in customer interactions.

Qualifications

Graduate or undergraduate with strong communication skills.
Experience in customer interactions is a plus.

Responsibilities

Onboard callers as per client requirements and coordinate with HR for recruitment.
Maintain dashboards and provide updates to Ops managers.
Resolve escalated customer inquiries and ensure high-quality interactions.

Skills

Customer support

CRM software

Education

12/undergraduate

Tools

CRM software

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
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

JD :

Set up new callers as per client requirement / interact with HR Department for new recruitment (new department).
Supporting training team to hold back new associates for end-to-end sales process.
Daily interaction with Ops managers on set-up updates (dialler / IT / CRM development / HR hiring status).
Continuous engagement with the customers till the documentation process as per the company requirements.
Conducting sessions on Improvement and sharing guidelines to improve & achieve the defined targets.
Ensure Staff is trained on product knowledge and provide details.
Employee should be Graduate / Undergraduate.
Handle escalated customer complaints where the Ops manager is not able to resolve the cases.
Ensure high standards of quality are maintained in all customer interactions.
Prepare detailed RCA of all cases as per predefined formats and present during escalation.
Identification of customer pain points and highlighting process gaps found in the course of resolution for corrective actions.
Daily Team attendance/vacation management
Publishing hourly, weekly & monthly sales dashboards stating the performance report
Provide all support to Team Leaders
Daily & weekly meetings with all Team Members to discuss their achievements & mutually drawing plan to improve the weakness (especially in sales score )