Team Leader

Digitide; Siwan; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Digitide is seeking an experienced Team Leader to oversee the Customer Care Executive team within the CLM Domestic BFSI – Manpower Back Office. You will mentor agents, manage escalations, and ensure SLAs are met to boost customer satisfaction and business growth.

The role requires 5+ years in BFSI customer care, with 2+ years in supervision, and strong knowledge of CLM and CRM tools. English fluency is essential, with shift-based flexibility across operations.

Qualifications

• Bachelor's degree in Business, Finance, or related field; MBA preferred.
• 5+ years in a customer care or back-office role within BFSI, with at least 2 years in a supervisory capacity.
• Strong knowledge of CLM processes and BFSI regulations.
• Proven track record of meeting or exceeding service level agreements and quality metrics.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Ability to analyze data, generate insights, and drive actionable improvements.
• Proficiency with CRM and workforce management tools (Salesforce, Genesys, NICE).
• Leadership style that fosters teamwork, accountability, and continuous learning.
• Flexibility to work in shift-based environments and handle peak periods.
• Fluent in English; additional local language proficiency is an advantage.

Responsibilities

• Supervise and motivate a team of Customer Care Executives to achieve KPIs and quality targets.
• Monitor daily call volumes, response times, and resolution rates, taking corrective action as needed.
• Handle escalated customer issues and ensure timely, satisfactory resolution.
• Conduct regular coaching sessions, performance reviews, and skill-development workshops.
• Prepare and present operational reports, trend analyses, and improvement recommendations to senior management.
• Maintain compliance with BFSI regulatory requirements and internal SOPs.
• Collaborate with cross-functional teams to streamline processes and improve service delivery.
• Implement and enforce quality assurance standards and audit procedures.
• Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
• Manage workforce planning, scheduling, and resource allocation for optimal coverage.

Skills

Team leadership

KPIs & quality targets

Data analysis

Communication skills

Conflict resolution

Shift flexibility

English proficiency

Education

Bachelor's degree in Business/Finance

MBA (preferred)

Tools

Salesforce

Genesys

NICE

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

Digitide Solutions Limited is seeking an experienced Team Leader to oversee the Customer Care Executive (CCE) team within the CLM Domestic BFSI – Manpower Back Office department. The role involves managing day‑to‑day operations, mentoring agents, handling escalations, and ensuring that service level agreements are consistently met, thereby enhancing customer experience and supporting business growth.

Responsibilities

• Supervise and motivate a team of Customer Care Executives to achieve KPIs and quality targets.
• Monitor daily call volumes, response times, and resolution rates, taking corrective action as needed.
• Handle escalated customer issues and ensure timely, satisfactory resolution.
• Conduct regular coaching sessions, performance reviews, and skill‑development workshops.
• Prepare and present operational reports, trend analyses, and improvement recommendations to senior management.
• Maintain compliance with BFSI regulatory requirements and internal SOPs.
• Collaborate with cross‑functional teams to streamline processes and improve service delivery.
• Implement and enforce quality assurance standards and audit procedures.
• Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
• Manage workforce planning, scheduling, and resource allocation for optimal coverage.

Qualifications

• Bachelor's degree in Business, Finance, or related field; MBA preferred.
• Minimum 5 years of experience in a customer care or back‑office role within BFSI, with at least 2 years in a supervisory capacity.
• Strong knowledge of CLM (Customer Lifecycle Management) processes and BFSI regulations.
• Proven track record of meeting or exceeding service level agreements and quality metrics.
• Excellent communication, interpersonal, and conflict‑resolution skills.
• Ability to analyze data, generate insights, and drive actionable improvements.
• Proficiency with CRM and workforce management tools (e.g., Salesforce, Genesys, NICE).
• Leadership style that fosters teamwork, accountability, and continuous learning.
• Flexibility to work in shift‑based environments and handle peak periods.
• Fluent in English; additional local language proficiency is an advantage.

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 271818
• Job Category Customer Support/Operations | BPM