A Voice Lead leads a team of customer support associates to achieve process outcomes meet SLAs and manage client expectations. rnA Data Lead leads a team of process associates to achieve process outcomes meet SLAs and manage client expectations.
With the right coaching and supervision a Lead will be able to do the following:
Service Level Agreement (SLAs) specified by the Client in terms of quality productivity and schedule managed to ensure 100% adherence for self as well as team.
Voice: Monitoring live and remote) cases and give effective feedback to close transactions.
Data: Perform QC and QA to ensure process and output quality and give feedback to associates to ensure smooth functioning.
Communicate with clients daily and provide status updates; obtain feedback and act immediately to resolve any issues reported by the client
Track and update process documentation and get sign off from client for closure
Ensure schedule adherence for daily/weekly/monthly reporting to clients
Focus on innovation within the team and processes to increase operational efficiency by automating standard tasks.
UST Global celebrates diversity and inclusion. We are an Equal Employment Opportunity employer. We welcome candidates to apply for employment from diverse backgrounds and believe your unique perspective adds to the richness of our company culture. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.