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 overseeing the customer care and collections processes, ensuring efficient and effective operations. You will lead a team of Customer Care Executives (CCEs), guiding and supporting them to deliver exceptional customer service and successful debt recovery. Your role is crucial in maintaining positive customer relationships and achieving collections targets.
• Manage and oversee a team of CCEs, providing guidance and support to ensure high-quality customer care and collections performance. • Develop and implement strategies to enhance customer satisfaction and increase collections success rates. • Monitor and analyze customer care and collections data, identifying areas for improvement and implementing necessary changes. • Build and maintain strong relationships with customers, ensuring a positive and professional image of the company. • Handle complex customer inquiries and complaints, providing timely and effective resolutions. • Collaborate with other departments to ensure seamless operations and efficient debt recovery processes. • Train and mentor CCEs, fostering a culture of continuous improvement and professional development. • Ensure compliance with company policies and procedures, as well as relevant industry regulations. • Stay updated with industry trends and best practices in customer care and collections, implementing innovative solutions. • Prepare and present regular reports on team performance, highlighting achievements and areas for development.
• A minimum of 5 years of experience in a customer care and collections role, with at least 2 years in a leadership position. • Proven track record of successful debt recovery and customer satisfaction improvement. • Excellent communication and interpersonal skills, with the ability to build strong relationships. • Strong leadership and team management abilities, with a focus on coaching and mentoring. • Proficiency in using customer relationship management (CRM) systems and collections software. • Analytical skills to interpret data and make informed decisions. • Ability to work independently and manage multiple priorities effectively. • Flexibility to adapt to changing business needs and industry trends. • Excellent problem-solving and conflict resolution skills. • A degree in Business Administration, Customer Service, or a related field is preferred.