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. They will guide and mentor the Customer Care Executives (CCEs), ensuring they provide accurate and timely support to customers. This role requires strong leadership skills and a customer-centric approach to drive the team's performance and enhance the overall customer experience.
• Supervise and manage the daily operations of the Collections | FOS department. • Lead and motivate a team of Customer Care Executives, providing guidance and support. • Ensure efficient and effective handling of customer inquiries, complaints, and feedback. • Implement and maintain high-quality customer service standards across all communication channels. • Monitor and evaluate team performance, providing constructive feedback and coaching. • Collaborate with other departments to resolve complex customer issues and escalate when necessary. • Analyze customer data and trends to identify areas for improvement and develop strategies. • Maintain a positive and professional work environment, fostering a culture of excellence. • Ensure compliance with company policies and procedures, especially regarding data protection. • Represent the company at client meetings and provide regular updates to senior management.
• A minimum of 3 years of experience in a customer service leadership role, preferably in a call center environment. • Proven track record of successfully managing and motivating customer service teams. • Excellent communication and interpersonal skills, with the ability to build rapport and resolve conflicts. • Strong problem-solving and analytical skills, with a customer-centric approach to issue resolution. • Proficiency in using customer relationship management (CRM) systems and other relevant software. • Ability to work independently and make sound decisions under pressure. • Excellent time management and organizational skills, with the ability to prioritize tasks. • A proactive and results-driven mindset, with a focus on continuous improvement. • Strong attention to detail and a commitment to delivering high-quality customer service. • Flexibility to adapt to changing work demands and a willingness to learn new skills.