Lead II

2 days ago

Chennai, Tamil Nadu, India UST Full time ₹ 15,00,000 - ₹ 25,00,000 per year

8 - 11 Years

1 Opening

Chennai, Kochi, Trivandrum

Role description

Job Title: Lead – International Voice Process Experience: 8 to 13 Years

Location: Chennai Domain: Any (BPO/KPO/ITeS) – Open to all industry backgrounds

Work Mode: onsite

Job Summary:

We are looking for an experienced and dynamic Lead – International Voice Process to manage and drive performance in a global customer support environment. The ideal candidate should have strong team management experience, excellent communication skills, and the ability to drive KPIs across multiple international geographies.

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.

Skills

Healthcare,Claims,Customer Care,International Voice Process

Skills

Healthcare,Claims,Customer Care,International Voice Process

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

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