As the OSCM, you will play a crucial role in managing and optimizing our customer care processes. Your primary responsibility will be to enhance the overall customer experience by implementing strategic initiatives and ensuring a seamless flow of operations. You will collaborate closely with the CCE team, providing guidance and support to ensure they deliver exceptional service.

Responsibilities

- Oversee and manage the daily operations of the Customer Care Executive (CCE) team.
- Implement strategies to improve customer satisfaction and retention rates.
- Monitor and analyze customer feedback and trends to identify areas for improvement.
- Develop and maintain effective customer care processes and protocols.
- Ensure the CCE team is well-equipped with the necessary tools and resources to handle customer inquiries effectively.
- Train and mentor CCEs to enhance their skills and knowledge in customer service.
- Collaborate with other departments to align customer care efforts with overall business goals.
- Stay updated on industry trends and best practices in customer care management.
- Conduct regular performance evaluations and provide constructive feedback to the CCE team.
- Ensure compliance with company policies and procedures, especially regarding data privacy and security.

Qualifications

- Bachelor's degree in Business Administration, Customer Service Management, or a related field.
- Minimum 5 years of experience in a customer care management role, preferably in a similar industry.
- Proven track record of successfully leading and motivating customer care teams.
- Excellent communication and interpersonal skills,



with the ability to build strong relationships.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Proficiency in using customer relationship management (CRM) software and other relevant tools.
- Ability to work independently and manage multiple projects simultaneously.
- Excellent organizational skills and attention to detail.
- Strong leadership qualities and the ability to inspire and mentor team members.
- Willingness to stay updated on industry trends and best practices.

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.

📌 OSCM (Hyderabad)
🏢 Digitide Solutions
📍 Hyderabad