Team Leader

Digitide Solutions Limited; Thane; On-site; INR 600,000 - 800,000; Full time

Job summary

Digitide Solutions Limited is seeking a Team Leader to guide and develop a team of Customer Care Executives in Thane, Maharashtra. You will play a crucial role in ensuring top-notch customer service by leading, mentoring, and enhancing team performance.

The ideal candidate should have at least 3 years of experience in a leadership role, strong communication skills, and a customer-centric approach. This position promises a dynamic environment and opportunities for professional growth.

Qualifications

• Minimum of 3 years of experience in a team leadership role, preferably in a customer service environment.
• Strong leadership skills with the ability to motivate a team.
• Excellent communication and interpersonal skills with a customer-centric approach.

Responsibilities

• Lead and mentor a team of Customer Care Executives.
• Monitor and analyze team performance.
• Implement training programs to upskill the team.

Skills

Leadership and mentoring

Customer service expertise

Communication skills

Analytical skills

Tools

Customer Relationship Management (CRM) systems

Job description

Job Description

As the Team Leader, you will play a crucial role in guiding and developing a team of Customer Care Executives (CCEs). CCEs are the front‑line representatives, responsible for delivering exceptional customer service and support. Your primary focus will be to ensure the team's effectiveness, efficiency, and adherence to company standards and best practices.

Responsibilities

• Lead and mentor a team of Customer Care Executives, providing guidance and support to enhance their performance and skills.
• Ensure the team maintains a high level of customer satisfaction by promptly and effectively resolving customer inquiries and complaints.
• Monitor and analyze team performance, identifying areas for improvement and implementing strategies to enhance productivity.
• Conduct regular team meetings to discuss performance, provide feedback, and address any concerns or challenges.
• Collaborate with other departments to ensure smooth operations and efficient customer service delivery.
• Stay updated with industry trends, best practices, and emerging technologies to enhance the team's capabilities.
• Develop and implement training programs to upskill the team, ensuring they are equipped with the latest knowledge and tools.
• Maintain accurate records and documentation of team activities, ensuring compliance with company policies and procedures.
• Foster a positive and collaborative team environment, promoting open communication and a customer‑centric culture.

Qualifications

• A minimum of 3 years of experience in a team leadership role, preferably in a customer service or call center environment.
• Strong leadership and mentoring skills, with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills, with a customer‑centric approach.
• Proven track record of successfully managing and developing high‑performing teams.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Analytical skills to interpret data and make informed decisions to improve team performance.
• Ability to work independently and manage multiple priorities in a fast‑paced environment.
• Strong organizational skills and attention to detail.
• A proactive and solution‑oriented mindset, with a focus on continuous improvement.
• Willingness to adapt to changing business needs and embrace new technologies.

Job Info

• Job Identification 258499
• Job Category Customer Support/Operations | BPM