Team Leader

A1 to A3

• Average PMI (last 6 months)/PMS rating 3 and above
• 2 years in current role
• No Warning Letter issued in the past 6 months
• Mandatory E-learning courses certified wherever applicable

A2 to A3

Or

P1 to P2

• Average PMI (last 6 months)/PMS rating 3 and above
• 1 year of exp in the current role
• No Warning Letter issued in the past 6 months
• Mandatory E-learning courses certified wherever applicable

Responsibilities

• Lead and motivate a team of customer service representatives, fostering a positive and productive work environment.
• Oversee daily operations, ensuring efficient and effective handling of customer inquiries and requests.
• Monitor and evaluate team performance, providing regular feedback and coaching to enhance skills and productivity.
• Implement and maintain quality assurance processes to ensure consistent and high-quality customer interactions.
• Collaborate with other departments to align team goals with overall company objectives and strategies.
• Identify areas for process improvement and implement innovative solutions to enhance efficiency and customer satisfaction.
• Conduct regular team meetings to discuss performance, provide updates, and address any concerns or challenges.
• Ensure compliance with company policies, procedures, and regulatory requirements, maintaining a high standard of professionalism.
• Build and maintain strong relationships with key stakeholders, including clients and internal teams.
• Stay updated with industry trends, best practices, and emerging technologies to drive continuous improvement.

Qualifications

• Minimum 1+ years of experience in Digitide.
• Strong e-commerce background, preferably in customer support operations.
• Proven experience in team management, coaching, and performance improvement.
• Strong understanding of operational metrics such as CSAT, Quality, Productivity, AHT, and SLA management.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to lead high-performing teams, drive employee engagement, and manage customer escalations.
• Experience in cross-functional collaboration and continuous process improvement.
• Proficiency in preparing performance reports and conducting regular feedback sessions.