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.
The FOS will play a crucial role in maintaining high standards of customer satisfaction and operational excellence. They will be responsible for guiding and supporting a team of CCEs, ensuring they provide accurate and timely responses to customer inquiries and complaints. The FOS will also collaborate with other departments to enhance overall customer experience and drive business growth.
• Supervise and mentor a team of Customer Care Executives, providing guidance and support to ensure high-quality customer service. • Handle complex customer inquiries and complaints, ensuring timely and effective resolution. • Monitor and evaluate team performance, providing feedback and coaching to improve efficiency and customer satisfaction. • Collaborate with other departments to streamline processes and enhance the overall customer journey. • Ensure adherence to company policies and procedures, maintaining a professional and positive work environment. • Conduct regular team meetings to discuss performance, set goals, and address any concerns or challenges. • Stay updated on industry trends and best practices, implementing innovative strategies to improve operations. • Analyze customer feedback and data to identify areas of improvement and implement necessary changes. • Build and maintain strong relationships with key stakeholders, including clients and partners. • Ensure the team's compliance with data privacy and security regulations.
• A minimum of 3 years of experience in a supervisory role, preferably in a customer service or collections environment. • Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team. • Strong problem-solving and analytical skills, with a track record of successful issue resolution. • Proficiency in using customer relationship management (CRM) systems and other relevant software. • Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and colleagues. • A customer-centric approach and a passion for delivering exceptional service. • Ability to work independently and manage multiple tasks simultaneously. • Strong organizational skills and attention to detail. • A proactive and innovative mindset, with a willingness to drive change and improvement. • A high school diploma or equivalent; a college degree in a related field is preferred.