Team Manager

Digitide; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Digitide in Mumbai is seeking a Team Manager to lead a customer service team and drive operational excellence. You will guide daily operations, coach staff, and implement strategies to improve productivity and customer satisfaction.

The role requires coaching, performance management, and cross-functional collaboration to enhance the customer journey.

Qualifications

• Minimum of 3 years of experience in a team leadership role, preferably in a customer service environment.
• Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
• Excellent communication and problem-solving abilities.
• Proven track record in managing and developing high-performing teams.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work collaboratively with cross-functional teams.
• Analytical mindset with a focus on data-driven decision-making.
• Flexibility to adapt to changing priorities and a fast-paced environment.
• Excellent organizational skills and attention to detail.
• A customer-centric approach and a passion for delivering exceptional service.

Responsibilities

• Lead and manage a team of customer service representatives, providing guidance and support.
• Ensure efficient and effective handling of customer inquiries and complaints.
• Monitor and evaluate team performance, providing regular feedback and coaching.
• Implement performance improvement plans and strategies to enhance team productivity.
• Collaborate with other departments to streamline processes and improve customer journey.
• Conduct regular team meetings and training sessions to foster a positive work environment.
• Maintain high standards of customer service and ensure compliance with company policies.
• Analyze customer feedback and identify areas for improvement.
• Develop and execute strategies to meet and exceed customer expectations.
• Foster a culture of continuous learning and development within the team.

Skills

Team leadership

Communication

Problem solving

CRM systems

Cross-functional collaboration

Data-driven decision making

Organizational skills

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 Manager, you will play a crucial role in driving the success of our department. Your responsibilities will include overseeing daily operations, coaching and developing team members, and implementing strategies to enhance productivity and customer satisfaction. You will collaborate closely with other departments to ensure seamless processes and a positive customer experience.

Responsibilities

• Lead and manage a team of customer service representatives, providing guidance and support.
• Ensure efficient and effective handling of customer inquiries and complaints.
• Monitor and evaluate team performance, providing regular feedback and coaching.
• Implement performance improvement plans and strategies to enhance team productivity.
• Collaborate with other departments to streamline processes and improve customer journey.
• Conduct regular team meetings and training sessions to foster a positive work environment.
• Maintain high standards of customer service and ensure compliance with company policies.
• Analyze customer feedback and identify areas for improvement.
• Develop and execute strategies to meet and exceed customer expectations.
• Foster a culture of continuous learning and development within the team.

Qualifications

• Minimum of 3 years of experience in a team leadership role, preferably in a customer service environment.
• Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
• Excellent communication and problem-solving abilities.
• Proven track record in managing and developing high-performing teams.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work collaboratively with cross-functional teams.
• Analytical mindset with a focus on data-driven decision-making.
• Flexibility to adapt to changing priorities and a fast-paced environment.
• Excellent organizational skills and attention to detail.
• A customer-centric approach and a passion for delivering exceptional service.

Job Info

• Job Identification 270158
• Job Category Customer Support/Operations | BPM