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 a Coll - EXE, you will be responsible for managing a team of Customer Care Executives (CCEs) and ensuring the efficient and effective resolution of customer inquiries and complaints. You will act as a mentor and guide to your team, providing support and expertise to enhance their performance. Your role will involve overseeing the entire customer care process, from initial contact to final resolution, with a focus on collections and maintaining positive customer relationships.
• Lead and manage a team of CCEs, providing guidance and support to ensure high-quality customer service. • Oversee the collections process, ensuring timely and accurate handling of customer payments and resolving any payment-related issues. • Monitor and analyze customer care performance metrics, identifying areas for improvement and implementing strategies to enhance efficiency. • Handle complex customer inquiries and complaints, providing timely and effective resolutions. • Collaborate with other departments to ensure seamless customer experiences, especially in cross-functional projects. • Conduct regular team meetings, providing training and updates to keep the team informed and motivated. • Maintain a positive and professional company image through excellent customer interactions. • Ensure compliance with company policies and procedures, especially in regards to data privacy and security. • Stay updated with industry trends and best practices in customer care and collections. • Prepare and present periodic reports to senior management, highlighting team achievements and areas for development.
• A minimum of 5 years of experience in a customer care or collections role, with at least 2 years in a leadership position. • Proven track record of successfully managing and mentoring a team of customer care professionals. • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues. • Strong problem-solving and analytical skills, with the ability to make sound decisions under pressure. • Proficiency in using customer relationship management (CRM) systems and other relevant software. • Ability to work independently and manage multiple tasks simultaneously. • Excellent organizational and time management skills, with a focus on meeting deadlines. • A customer-centric approach and a passion for delivering exceptional customer experiences. • Willingness to continuously learn and adapt to new technologies and industry trends. • A degree in Business Administration, Customer Service, or a related field is preferred.