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 setting 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

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.

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