Team Leader

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

Job summary

Digitide is seeking a Team Leader to drive the success of our customer care operations. You will manage a team of Customer Care Executives, provide support, training and performance management while aligning strategies with other departments.

You will handle complex escalations, coach for productivity, monitor performance, and maintain policies to improve customer satisfaction in a fast-paced BFSI-focused environment. A background in business administration and strong communication are required.

Qualifications

• 3+ years of experience in a customer care leadership role, preferably in the BFSI industry.
• Proven track record of managing and motivating customer care teams.
• Excellent communication and interpersonal skills, with the ability to build rapport and resolve conflicts.
• 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 in a fast-paced environment.
• Analytical skills to interpret data and make informed decisions to improve customer service.
• Flexibility to adapt to changing business needs and work schedules.
• A degree in Business Administration, Customer Service, or a related field is preferred.
• Certifications in customer service or leadership (e.g., CCLP, CCE) are an asset.

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 productivity.
• Collaborate with the management team to develop and implement customer care strategies, ensuring alignment with company goals.
• Handle complex customer escalations, providing timely and satisfactory resolutions.
• Conduct regular team meetings to discuss performance, set goals, and address any concerns or challenges.
• Maintain and update customer care policies and procedures, ensuring compliance with industry standards and regulations.
• Analyze customer feedback and trends to identify areas for improvement and implement necessary changes.
• Build and maintain strong relationships with internal stakeholders, including other departments and senior management.

Skills

Leadership

Communication

Problem-solving

CRM proficiency

Data analysis

Multitasking

Education

Business Administration degree

Customer Service degree

Certifications in CS/Leadership (CCLP, CCE)

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

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 the company's standards. You will be the key point of contact for your team, providing support, training, and performance management. Additionally, you will collaborate with other departments to align strategies and improve overall customer satisfaction.

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 productivity.
• Collaborate with the management team to develop and implement customer care strategies, ensuring alignment with company goals.
• Handle complex customer escalations, providing timely and satisfactory resolutions.
• Conduct regular team meetings to discuss performance, set goals, and address any concerns or challenges.
• Maintain and update customer care policies and procedures, ensuring compliance with industry standards and regulations.
• Analyze customer feedback and trends to identify areas for improvement and implement necessary changes.
• Build and maintain strong relationships with internal stakeholders, including other departments and senior management.

Qualifications

• Minimum of 3 years of experience in a customer care leadership role, preferably in the BFSI industry.
• Proven track record of successfully managing and motivating customer care teams.
• Excellent communication and interpersonal skills, with the ability to build rapport and resolve conflicts.
• 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 in a fast-paced environment.
• Analytical skills to interpret data and make informed decisions to improve customer service.
• Flexibility to adapt to changing business needs and work schedules.
• A degree in Business Administration, Customer Service, or a related field is preferred.
• Certifications in customer service or leadership (e.g., CCLP, CCE) are an asset.

Job Info

• Job Identification 253022
• Job Category Customer Support/Operations | BPM