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Team Leader
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Location
In office (Aurangabad)
Seniority
Staff · 3+ years exp
Confirmed on the employer's own hiring board on Nov 3, 2026. First seen by Alion on Nov 2, 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.
The Team Leader will manage a group of Customer Care Executives (CCEs) handling inbound inquiries, issue resolution, and product information for BFSI clients. You will ensure service excellence, coach staff, monitor KPIs, and collaborate with cross-functional teams to continuously improve processes and customer satisfaction.
- Supervise, mentor and schedule a team of CCEs to meet service level agreements.
- Monitor daily performance metrics (AHT, CSAT, FCR) and implement corrective actions.
- Handle escalated customer issues and provide timely resolutions.
- Conduct regular coaching sessions and performance reviews.
- Develop and enforce standard operating procedures and quality standards.
- Coordinate with the CLM and BFSI product teams to stay updated on service offerings.
- Prepare and present performance reports to senior management.
- Identify process improvement opportunities and lead implementation projects.
- Ensure compliance with regulatory and data-privacy requirements.
- Foster a positive team culture that promotes engagement and retention.
- Bachelor's degree in Business, Finance, or related field.
- 3+ years of experience in a customer care or back-office role within BFSI.
- Minimum 1 year of supervisory or team-lead experience.
- Strong knowledge of CLM (Customer Lifecycle Management) concepts.
- Excellent communication and conflict-resolution skills.
- Proficiency with CRM and ticketing systems; MS Office suite.
- Analytical mindset with ability to interpret KPI data.
- Demonstrated ability to manage multiple priorities in a deadline-driven environment.
- Understanding of regulatory compliance (e.g., KYC, GDPR).
- Leadership style that encourages coaching, accountability, and continuous learning.
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