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.
A1 to A3
- Average PMI (last 6 months)/PMS rating 3 and above
- 2 years in current role
- No Warning Letter issued in the past 6 months
- Mandatory E-learning courses certified wherever applicable
A2 to A3
Or
P1 to P2
- 1 year of exp in the current role
- Mandatory E-learning courses certified wherever applicable
- Lead and manage a team of tele-callers, providing guidance and support to achieve individual and team goals.
- Develop and implement strategies to maximize collection efforts and meet daily, weekly, and monthly targets.
- Monitor and evaluate team performance, providing regular feedback and coaching to enhance productivity.
- Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
- Build and maintain strong relationships with team members, fostering a collaborative and supportive work culture.
- Identify areas for improvement and implement process enhancements to optimize collection outcomes.
- Collaborate with other departments to ensure smooth operations and effective communication.
- Stay updated on industry trends and best practices, sharing knowledge with the team to enhance performance.
- Handle escalations and complex customer interactions, ensuring timely and effective resolutions.
- Conduct performance evaluations and provide career development opportunities for team members.
- Key Responsibilities:
- Lead, mentor, and manage a team of tele-callers to achieve daily, weekly, and monthly collection targets.
- Monitor team performance and provide regular feedback and coaching.
- Handle escalated customer cases and ensure timely resolution.
- Track and report key metrics such as call productivity and promise-to-pay (PTP) conversions.
- Ensure adherence to regulatory and internal compliance guidelines.
- Coordinate with cross-functional teams (e.g., Field Collections) for account resolution.
- Conduct regular team meetings, training sessions, and performance reviews.
Required Skills & Qualifications
- Minimum 1–2years of experience in collections as a caller.
- Strong leadership, communication, and interpersonal skills.
- Ability to analyse data and drive performance through insights.
- Proficiency in MS Excel and CRM tools.
- Fluency in Malayalam Or Tamil and English.
Eligibility Criteria
- Open to internal employees who meet the experience and performance criteria.
- Should have completed at least [1 Year] in the current role.
- No active disciplinary actions or performance improvement plans.