Team Leader

The Team Leader will oversee the Manpower – Back Office department within Digitide Solutions Limited, supervising a group of Customer Care Executives (CCEs) handling BFSI client inquiries. This role ensures high‑quality service delivery, monitors key performance indicators, mentors staff, and collaborates with cross‑functional teams to continuously improve processes and customer satisfaction. Supervise, coach, and motivate a team of CCEs to meet daily and monthly service targets. Monitor and analyze performance metrics (SLAs, AHT, CSAT) and implement corrective actions. Handle escalated customer issues and ensure timely resolution. Develop and deliver training programs to enhance product knowledge and communication skills. Coordinate with the CLM Domestic BFSI operations team to align back‑office activities with business objectives. Prepare and present regular performance reports to senior management. Implement process improvements to increase efficiency and reduce error rates. Maintain accurate documentation of customer interactions and knowledge‑base updates. Ensure compliance with regulatory and data‑security standards specific to the BFSI sector. Foster a positive work environment that encourages teamwork and continuous learning. Bachelor's degree in Business, Finance, or related field. Minimum 3 years of experience in a customer care or back‑office role within BFSI. At least 1 year of proven experience leading a team of CCEs or similar staff. Strong understanding of CLM (Customer Lifecycle Management) processes. Excellent communication and interpersonal skills. Ability to analyze data and generate actionable insights. Proficiency with CRM and ticketing systems (e.g., Salesforce, ServiceNow). Knowledge of BFSI regulatory requirements (KYC, AML, GDPR). Demonstrated problem‑solving and decision‑making abilities. Flexibility to work in shift patterns as required by business operations.