Company Description

Sutherland is looking for a self-motivated, team-oriented and career-oriented person to join us as a Customer Support & Sales - Chat Consultant. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

Job Description

Position Purpose
Drives the daily operational performance and real-time execution of the helpdesk team. This role balances workforce monitoring, service level compliance, and active agent coaching to foster a high-performance service workplace.
Key Responsibilities
- Queue & Service Level Management: Actively monitor real-time call queues, abandon rates, and ticket backlogs to dynamically shift resources and secure daily SLA targets.
- Performance Coaching: Conduct structured weekly call monitoring audits and monthly performance feedback sessions for L1 and L2 agents to improve quality and FCR.
- Operational Escalations: Act as the first formal escalation point for critical operational challenges,



vendor disconnects, or highly dissatisfied employees.
- Quality Assurance: Partner with the Quality Analyst to review team performance metrics, identify training gaps, and implement targeted remediation plans.
- Team Engagement: Manage front-line team culture, driving initiatives to boost employee engagement, prevent burnout, and reduce team attrition.

Experience in Years
- Total Experience: 5 to 7 years of professional experience in customer management/operations.
- Domain-Specific Experience: Minimum 2 years of direct people management or supervisory experience leading a team within a voice-capable contact centre or an HR Shared Services hub.

Ideal Candidate Experience & Profile
- People Developer: The ideal candidate is an inspiring front-line captain who has successfully managed groups of 10–15 agents, focusing heavily on operational metrics without losing sight of human morale.
- Metric

📌 Lead - SD Management (Chennai)
🏢 Sutherland
📍 Chennai