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, conducting team huddles and mentoring sessions, handling escalations, and ensuring process compliance and adherence to global standards. You will also be required to analyze metrics, generate reports, work across different time zones, and manage shift schedules effectively. Key Responsibilities: - Lead and manage a team of customer support executives handling international voice-based operations. - Monitor daily operations to 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. Qualifications Required: - 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. About UST: UST is a global digital transformation solutions provider with a mission to make a real impact through transformation. With over 30,000 employees in 30 countries, UST partners with clients to embed innovation and agility into their organizations, touching billions of lives in the process. 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, conducting team huddles and mentoring sessions, handling escalations, and ensuring process compliance and adherence to global standards. You will also be required to analyze metrics, generate reports, work across different time zones, and manage shift schedules effectively. Key Responsibilities: - Lead and manage a team of customer support executives handling international voice-based operations. - Monitor daily operations to 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. Qualifications Required: - 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. About UST: UST is a global digital transformation solutions provider with a mission to make a real impact through transformation. With over 30,000 employees in 30 countries, UST partners with clients to embed innovation and agility into their organizations, touching billions of lives in the process.