Team Leader
SiwanFull-time20–30 yrsPosted 1 week ago
Leadership customer support role at Career Site in Siwan. Needs 20+ years and an MBA, BBA or B.Com.
About the role
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.
What you'll do
- 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
- Prepare and present operational reports, trend analyses, and improvement recommendations to senior management
- Maintain compliance with BFSI regulatory requirements and internal SOPs
What you need
- CRM
- Customer service
- Escalation handling
- SOP writing
- Salesforce
- Communication