Operations Executive

As an Operations Executive, you will play a vital role in overseeing the daily operations of our back-office team. Your responsibilities will include coordinating with various departments to ensure efficient workflow, managing and training customer care executives (CCEs), and implementing strategies to enhance customer satisfaction. This role requires excellent organizational skills, attention to detail, and the ability to work collaboratively with a diverse team.

Responsibilities

• Oversee and manage the day-to-day operations of the back-office team, ensuring efficient workflow and timely completion of tasks.
• Coordinate with other departments, such as IT and HR, to address operational needs and maintain smooth communication channels.
• Hire, train, and mentor customer care executives (CCEs) to ensure they are equipped with the necessary skills and knowledge to handle customer inquiries effectively.
• Monitor and evaluate CCE performance, providing regular feedback and coaching to enhance their customer service skills.
• Implement and maintain quality assurance processes to ensure consistent and high-quality customer care across all touchpoints.
• Analyze customer feedback and identify areas for improvement, working closely with the team to implement necessary changes.
• Collaborate with the marketing team to develop and execute customer engagement strategies, including loyalty programs and promotional campaigns.
• Stay updated with industry trends and best practices in customer care, suggesting and implementing innovative solutions to enhance our services.
• Prepare and present periodic reports to senior management, highlighting key performance indicators and areas for improvement.
• Ensure compliance with company policies and procedures, as well as relevant industry regulations, to maintain a professional and ethical work environment.

Qualifications

• A bachelor's degree in business administration, operations management, or a related field is preferred.
• Minimum 3 years of experience in a similar operations executive role, preferably in the BFSI industry.
• Strong leadership and management skills, with the ability to motivate and guide a team towards achieving goals.
• Excellent communication and interpersonal skills, with the ability to build positive relationships with colleagues and customers.
• Proficiency in using Microsoft Office suite and other relevant software for efficient task management and reporting.
• Analytical mindset with the ability to interpret data and make data-driven decisions to improve operational efficiency.
• Strong problem-solving skills and the ability to think critically and creatively to address complex issues.
• Flexibility and adaptability to handle changing priorities and work in a fast-paced environment.
• Excellent time management and organizational skills, with the ability to prioritize tasks and meet deadlines.
• A customer-centric approach and a passion for delivering exceptional customer experiences.

Company

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.