Role Description

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 workplace 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.

Required Skills

Proficient

- Contact center

Intermediate
- ITIL
- Service Delivery

Experience
- 5-8 years of experience in contact center, service desk, operations support, or customer service management.
- Minimum 1-2 years of team leadership experience.

Education
- Bachelor’s degree required.

Preferred Certifications
- ITIL Foundation
- COPC or Customer Experience certifications

Key Performance Indicators (KPIs)
- Team SLA achievement
- CSAT performance
- Resource utilization
- Escalation reduction
- Quality and compliance scores

Why Join UST 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.

Skills

Contact center, Service delivery, ITIL, Team handling

📌 Lead Contact Center & Service Delivery (Kochi)
🏢 UST
📍 Kochi