Team Leader

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.

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.

Qualifications

• Bachelors 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.

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe. 

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise.  Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.  

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day.  We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.