Lead II - BPM - Voice process lead

As a Lead International Voice Process at UST, you will be responsible for managing and driving performance in a global customer support environment. Your role will involve leading a team of customer support executives, monitoring daily operations to meet service levels and KPIs, conducting team huddles and performance reviews, resolving customer issues efficiently, and ensuring process compliance and adherence to global standards. You will also be required to analyze metrics, generate reports for leadership and client presentations, and manage shift schedules effectively across different time zones. Key Responsibilities: - Lead and manage a team of customer support executives handling international voice-based operations. - Monitor daily operations and ensure service levels and KPIs (AHT, FCR, CSAT, SLA) are met. - Conduct regular team huddles, performance reviews, and mentoring sessions. - Handle escalations, resolve customer issues efficiently, and improve satisfaction scores. - Coordinate with QA and Training teams for continuous upskilling and quality improvements. - Ensure process compliance, data accuracy, and adherence to global standards. - Analyze metrics and generate reports for leadership and client presentations. - Work across time zones and manage shift schedules effectively. Required Skills & Qualifications: - 8-13 years of experience in international voice process (BPO/Call Center/Customer Support). - Minimum 2 years of experience in a team lead or people management role. - Strong communication and interpersonal skills. - Proficiency in performance metrics, dashboards, and call center tools (e.g., Avaya, Genesys, etc.). - Experience in client handling, stakeholder management, and conflict resolution. - Willingness to work in night shifts and rotational shifts if required. In addition, UST is a global digital transformation solutions provider known for working side by side with leading companies for over 20 years. With a workforce of over 30,000 employees in 30 countries, UST focuses on embedding innovation and agility into their clients" organizations to make a real impact through transformation.,