Lead Contact Center & Service Delivery
UST Global · Kochi · onsite · Posted 31d ago
Undisclosed5–7 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
We are seeking a Lead professional to supervise day-to-day participant support operations, drive team performance, and ensure the delivery of high-quality support services. The role focuses on leading support teams, managing service delivery operations, monitoring performance metrics, handling escalations, and achieving operational excellence in a Contact center environment while leveraging ITIL best practices.
Key Responsibilities - Lead and supervise support agents and senior agents within the Contact center environment.
- Manage shift schedules, staffing coverage, and workload distribution to support effective Service Delivery.
- Conduct coaching sessions, performance discussions, and employee development activities.
- Drive team engagement and operational excellence initiatives.
- Monitor SLAs, productivity, and quality metrics to ensure consistent Service Delivery performance.
- Review ticket queues and ensure timely resolution of support requests.
- Manage priority incidents and escalations to minimize service disruption.
- Coordinate with internal support teams to maintain seamless Service Delivery.
- Conduct quality reviews and compliance checks to ensure adherence to operational standards.
- Maintain and update SOPs, knowledge articles, and operational documentation.
- Participate in governance meetings and service reviews.
- Support audit and regulatory compliance activities.
- Prepare daily, weekly, and monthly operational reports.
- Analyze operational trends and recommend corrective actions.
- Drive continuous service improvement initiatives aligned with Contact center objectives and ITIL practices.
- Contact center
- ITIL
- Service Delivery
- 5-8 years of experience in contact center, service desk, operations support, or customer service management.
- Minimum 1-2 years of team leadership experience.
- Bachelor s degree required.
- ITIL Foundation
- COPC or Customer Experience certifications
- Team SLA achievement
- CSAT performance
- Resource utilization
- Escalation reduction
- Quality and compliance scores
UST delivers technology-driven solutions that help organizations accelerate digital transformation and business outcomes. You will have opportunities to work in a collaborative global environment, contribute to impactful initiatives, enhance your leadership capabilities, and grow your career through continuous learning and innovation.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceCSATCustomer ExperienceResource utilizationservice deliverycontact centerhandling escalationsEmployee developmentservice improvementSLACOPCRegulatory ComplianceDigital Transformationoperationscompliance
About UST
UST Global
IT Services & Consulting
14.0k+
employees
1999
27 years old
Aliso Viejo, California
US
₹12.9L PA avg
Avg at UST
About
UST helps the world's best organizations succeed through digital transformation, crafting disruptive solutions and strategies bringing our clients vision to life.
Industries
IT Services & ConsultingManufacturing
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