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Team Leader
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Location
In office (Siwan)
Seniority
Staff · 5+ years exp
Confirmed on the employer's own hiring board on Nov 2, 2026. First seen by Alion on Oct 28, 2026. Digitide Solutions scores B on the Alion truth index.
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Digitide Solutions is an IT services and business process management company headquartered in Bengaluru, delivering cloud, cybersecurity, data and AI, digital engineering, ERP and low-code services together with customer experience, collections, finance and accounting and HR outsourcing. Formed out of the technology and BPM businesses of Quess Corp, it employs about 55,000 associates across 40 locations in five countries and serves over 500 enterprises in banking, insurance, healthcare and manufacturing. Most openings are for customer service and support associates, sales and branch operations executives, collections team leaders and trainers, with some engineering and architect roles.
Digitide Solutions Limited is seeking an experienced Team Leader to oversee the Customer Care Executive (CCE) team within the CLM Domestic BFSI - Manpower Back Office department. The role involves managing day-to-day operations, mentoring agents, handling escalations, and ensuring that service level agreements are consistently met, thereby enhancing customer experience and supporting business growth.
- Supervise and motivate a team of Customer Care Executives to achieve KPIs and quality targets.
- Monitor daily call volumes, response times, and resolution rates, taking corrective action as needed.
- Handle escalated customer issues and ensure timely, satisfactory resolution.
- Conduct regular coaching sessions, performance reviews, and skill-development workshops.
- Prepare and present operational reports, trend analyses, and improvement recommendations to senior management.
- Maintain compliance with BFSI regulatory requirements and internal SOPs.
- Collaborate with cross-functional teams to streamline processes and improve service delivery.
- Implement and enforce quality assurance standards and audit procedures.
- Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
- Manage workforce planning, scheduling, and resource allocation for optimal coverage.
- Bachelor's degree in Business, Finance, or related field; MBA preferred.
- Minimum 5 years of experience in a customer care or back-office role within BFSI, with at least 2 years in a supervisory capacity.
- Strong knowledge of CLM (Customer Lifecycle Management) processes and BFSI regulations.
- Proven track record of meeting or exceeding service level agreements and quality metrics.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Ability to analyze data, generate insights, and drive actionable improvements.
- Proficiency with CRM and workforce management tools (e.g., Salesforce, Genesys, NICE).
- Leadership style that fosters teamwork, accountability, and continuous learning.
- Flexibility to work in shift-based environments and handle peak periods.
- Fluent in English; additional local language proficiency is an advantage.
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