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 crucial role in managing and developing a team of CREs. Your primary responsibility will be to oversee the day-to-day operations of the customer service department, ensuring high-quality service and customer satisfaction. You will be the driving force behind the team's performance, providing guidance, support, and motivation to achieve excellence.
• Lead and manage a team of CREs, providing clear direction and effective supervision. • Ensure efficient and timely resolution of customer inquiries, complaints, and issues. • Monitor and evaluate team performance, identifying areas for improvement and implementing strategies to enhance productivity. • Conduct regular team meetings, providing updates, sharing best practices, and fostering a collaborative environment. • Train and mentor CREs, ensuring they possess the necessary skills and knowledge to excel in their roles. • Collaborate with other departments to align customer service strategies with overall business objectives. • Maintain open lines of communication with customers, addressing their concerns and providing timely updates. • Analyze customer feedback and trends to identify opportunities for process improvement and service enhancement. • Ensure compliance with company policies, procedures, and quality standards. • Foster a positive and supportive team culture, promoting a customer-centric mindset.
• Bachelor's degree in Business Administration, Customer Service, or a related field. • Minimum of 5 years of experience in a customer service leadership role, preferably in a collections or manpower department. • Proven track record of successfully managing and developing high-performing teams. • Excellent communication and interpersonal skills, with the ability to build strong relationships. • 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. • Strong leadership qualities, including the ability to motivate and inspire others. • Flexibility and adaptability to embrace change and drive continuous improvement.