Team Leader

Digitide; Sehore; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Digitide invites applications for a Team Leader to guide a Customer Care team, ensuring timely, accurate responses and escalations are handled with expertise. You will liaise with senior management, monitor performance, and drive continuous improvement in service quality.

You will lead performance coaching, implement QA processes, and foster a learning culture while maintaining compliance and documentation across all operations.

Qualifications

• 3+ years in a team leadership role, preferably in a customer care or call center.
• Proven track record of managing and motivating teams to achieve targets.
• Excellent communication and interpersonal skills with ability to build strong relationships.
• Proficiency in using CRM systems and other relevant software.
• Ability to work independently and manage multiple priorities.
• Analytical skills to interpret data and provide actionable insights to improve team performance.
• Flexibility to adapt to changing work demands and a dynamic work environment.
• Strong organizational skills and attention to detail.
• A positive and enthusiastic attitude, with a passion for delivering exceptional customer service.

Responsibilities

• Lead and motivate a team of Customer Care Executives, fostering a positive and productive work environment.
• Ensure the team provides timely and accurate responses to customer inquiries, resolving issues effectively.
• Monitor and evaluate team performance, providing regular feedback and coaching to enhance skills and efficiency.
• Collaborate with other departments to ensure smooth operations and address cross-functional challenges.
• Implement and maintain quality assurance processes to uphold high standards of customer service.
• Conduct regular team meetings to discuss performance, set goals, and address any concerns or issues.
• Stay updated with industry trends and best practices, and encourage continuous learning within the team.
• Handle escalations and complex customer inquiries, providing expert guidance and support to the team.
• Maintain accurate records and documentation, ensuring compliance with company policies and procedures.

Skills

Team leadership

Communication skills

CRM proficiency

Problem-solving

Interpersonal skills

Analytical skills

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 vital role in driving the success of our customer care operations. Your primary responsibility will be to manage and guide a team of CCEs, ensuring they deliver exceptional customer service and meet performance targets. You will be the key liaison between the team and senior management, providing regular updates and insights on team performance.

Responsibilities

• Lead and motivate a team of Customer Care Executives, fostering a positive and productive work environment.
• Ensure the team provides timely and accurate responses to customer inquiries, resolving issues effectively.
• Monitor and evaluate team performance, providing regular feedback and coaching to enhance skills and efficiency.
• Collaborate with other departments to ensure smooth operations and address any cross-functional challenges.
• Implement and maintain quality assurance processes to uphold high standards of customer service.
• Conduct regular team meetings to discuss performance, set goals, and address any concerns or issues.
• Stay updated with industry trends and best practices, and encourage continuous learning within the team.
• Handle escalations and complex customer inquiries, providing expert guidance and support to the team.
• Maintain accurate records and documentation, ensuring compliance with company policies and procedures.

Qualifications

• Minimum of 3 years of experience in a team leadership role, preferably in a customer care or call center environment.
• Proven track record of successfully managing and motivating teams to achieve targets.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Strong problem-solving and decision-making abilities, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and manage multiple priorities effectively.
• Analytical skills to interpret data and provide actionable insights to improve team performance.
• Flexibility to adapt to changing work demands and a dynamic work environment.
• Strong organizational skills and attention to detail.
• A positive and enthusiastic attitude, with a passion for delivering exceptional customer service.

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 260105
• Job Category Customer Support/Operations | BPM