About this role
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.
As the Team Leader, you will play a pivotal role in guiding and motivating a team of CCEs to deliver exceptional customer support. Your responsibilities will include overseeing daily operations, providing training and development opportunities, and ensuring the team meets performance targets. You will also be responsible for handling complex customer inquiries and escalating issues as needed. Additionally, you will collaborate with other departments to align customer support strategies with the company's goals.
• Lead and manage a team of CCEs, providing guidance and support to ensure high-quality customer service. • Oversee daily operations, including call center activities and customer interaction. • Conduct regular performance reviews and provide feedback to team members. • Identify areas for improvement and implement strategies to enhance customer satisfaction. • Handle complex customer inquiries and provide timely resolutions. • Escalate critical issues to the appropriate departments or management. • Collaborate with other teams to align customer support strategies with company objectives. • Ensure compliance with company policies and procedures. • Maintain accurate records and generate reports on team performance. • Stay updated with industry trends and best practices in customer support.
• Minimum of 3 years of experience in a customer support role, with at least 1 year in a leadership position. • Strong leadership and management skills, with the ability to motivate and inspire a team. • Excellent communication and interpersonal skills, both written and verbal. • Proven track record of handling complex customer inquiries and providing effective solutions. • Ability to work independently and make sound decisions under pressure. • Proficiency in using customer support software and tools. • Analytical skills to interpret data and generate actionable insights. • Flexibility to adapt to changing work environments and priorities. • Strong problem-solving and conflict resolution abilities. • A customer-centric approach and a passion for delivering exceptional service.