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 Collections, you will play a crucial role in managing and guiding a team of Customer Care Executives. Your primary focus will be to oversee the collections process, ensuring timely and accurate resolution of customer inquiries and complaints. You will be responsible for creating a positive and supportive work environment, fostering a culture of collaboration and continuous improvement. Additionally, you will collaborate closely with other departments to align collections strategies with the overall business objectives.
• Lead and mentor a team of Customer Care Executives, providing guidance and support to ensure high-quality customer service. • Oversee the collections process, including handling customer inquiries, resolving complaints, and providing accurate information. • Implement and monitor performance metrics to evaluate team performance and identify areas for improvement. • Conduct regular team meetings to discuss performance, provide feedback, and address any concerns or challenges. • Collaborate with other departments, such as Sales and Marketing, to align collections strategies with the company's goals. • Ensure compliance with company policies and procedures, as well as relevant industry regulations and standards. • Stay updated on industry trends and best practices in customer care and collections, and implement innovative solutions. • Build and maintain strong relationships with key stakeholders, including clients and partners. • Provide regular reports and updates to senior management on team performance and collections outcomes. • Ensure a positive and professional customer experience, aiming for high customer satisfaction and retention.
• A minimum of 5 years of experience in a customer care or collections leadership role. • Proven track record of successfully managing and motivating a team, with a focus on customer satisfaction. • Excellent communication and interpersonal skills, with the ability to build strong relationships. • Strong problem-solving and analytical skills, with the ability to make data-driven decisions. • Proficiency in using customer relationship management (CRM) systems and other relevant software. • Knowledge of industry-specific regulations and best practices in collections. • Ability to work independently and manage multiple priorities in a fast-paced environment. • Excellent time management and organizational skills, with a focus on attention to detail. • Strong leadership and coaching skills, with the ability to inspire and develop team members. • A proactive and results-oriented mindset, with a commitment to continuous improvement.