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 overseeing the day-to-day operations of our back-office team. Your primary focus will be on optimizing processes, managing resources, and ensuring that our customer care executives (CCEs) have the necessary support to deliver exceptional customer service. This role requires strong organizational skills, attention to detail, and the ability to work collaboratively with various teams.
• Oversee and manage the daily operations of the back-office team, ensuring efficient workflow and timely completion of tasks. • Provide training and support to CCEs, ensuring they have the skills and knowledge to handle customer inquiries effectively. • Monitor and analyze customer care performance metrics, identifying areas for improvement and implementing strategies to enhance customer satisfaction. • Collaborate with other departments, such as IT and HR, to ensure seamless integration of systems and processes. • Maintain accurate records and documentation, ensuring compliance with company policies and industry regulations. • Handle escalations and complex customer issues, providing timely and effective resolutions. • Conduct regular performance reviews and provide feedback to CCEs, fostering a culture of continuous improvement. • Stay updated with industry trends and best practices, suggesting innovative solutions to enhance operational efficiency. • Build and maintain strong relationships with internal stakeholders and external partners. • Ensure a positive and supportive work environment for the back-office team, promoting a culture of collaboration and teamwork.
• Bachelor's degree in Business Administration, Operations Management, or a related field. • Minimum 3 years of experience in a similar operations or customer care management role. • Strong leadership and team management skills, with the ability to motivate and inspire a diverse team. • Excellent organizational and time management abilities, with a proven track record of meeting deadlines. • Proficiency in using MS Office suite and other relevant software tools for operations management. • Analytical mindset with the ability to interpret data and make data-driven decisions. • Effective communication skills, both written and verbal, with the ability to interact with various stakeholders. • Ability to work independently, manage multiple tasks, and prioritize effectively. • Strong problem-solving skills and a proactive approach to identifying and resolving issues. • Flexibility to adapt to changing business needs and a willingness to learn and grow with the organization.