{"id":3384070,"url":"https://alion.io/job/digitide-solutions-team-leader-37","title":"Team Leader","company":{"id":2218705,"name":"Digitide Solutions","domain":"digitide.com","url":"https://alion.io/company/digitide","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":82,"open_postings":31,"ghost_share":0,"stale_share":0.935,"repost_share":0,"time_to_fill_p50_days":7,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Siwan, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T06:32:28Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-03T18:18:25Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"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.\n Monitor daily call volumes, response times, and resolution rates, taking corrective action as needed.\n Handle escalated customer issues and ensure timely, satisfactory resolution.\n Conduct regular coaching sessions, performance reviews, and skill-development workshops.\n Prepare and present operational reports, trend analyses, and improvement recommendations to senior management.\n Maintain compliance with BFSI regulatory requirements and internal SOPs.\n Collaborate with cross-functional teams to streamline processes and improve service delivery.\n Implement and enforce quality assurance standards and audit procedures.\n Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.\n Manage workforce planning, scheduling, and resource allocation for optimal coverage.\n Bachelor's degree in Business, Finance, or related field; MBA preferred.\n Minimum 5 years of experience in a customer care or back-office role within BFSI, with at least 2 years in a supervisory capacity.\n Strong knowledge of CLM (Customer Lifecycle Management) processes and BFSI regulations.\n Proven track record of meeting or exceeding service level agreements and quality metrics.\n Excellent communication, interpersonal, and conflict-resolution skills.\n Ability to analyze data, generate insights, and drive actionable improvements.\n Proficiency with CRM and workforce management tools (e.g., Salesforce, Genesys, NICE).\n Leadership style that fosters teamwork, accountability, and continuous learning.\n Flexibility to work in shift-based environments and handle peak periods.\n Fluent in English; 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