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Team Leader

Digitide Solutions
Maharashtra, IND
Full-time
Mid · 3+ years experience
Onsite
Discovered 1 weeks ago

Full Job Posting

Qualifications

  • 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.

Responsibilities

  • 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.

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