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 an Operations Executive, you will play a vital role in managing and optimizing the day-to-day operations of our customer care department. You will work closely with the Customer Care Executives (CCEs) to enhance their performance and ensure a seamless customer experience. Your responsibilities will include training and guiding the CCEs, implementing efficient processes, and maintaining high-quality standards.
• Oversee and manage the daily operations of the Customer Care department. • Train and mentor Customer Care Executives to improve their skills and performance. • Implement and maintain efficient operational processes and systems. • Monitor and analyze customer feedback to identify areas of improvement. • Collaborate with other departments to ensure a cohesive and effective customer journey. • Ensure compliance with company policies and procedures. • Handle escalations and complex customer inquiries. • Maintain accurate records and generate reports on operational performance. • Stay updated with industry trends and best practices in customer service. • Provide regular feedback and performance evaluations to the CCE team.
• Bachelor's degree in Business Administration, Customer Service, or a related field. • Minimum 2 years of experience in a customer service or operations role. • Excellent communication and interpersonal skills. • Strong problem-solving and analytical abilities. • Ability to work independently and manage multiple tasks. • Proficiency in using customer relationship management (CRM) software. • Familiarity with industry-specific tools and technologies is an asset. • Excellent organizational and time management skills. • Willingness to adapt to changing business needs and priorities. • A customer-centric approach and a passion for delivering exceptional service.