Lead - SD Management

Sutherland
Chennai
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 5-7 yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Coaching","Team engagement","Data-driven decision-making"]

Drive daily helpdesk operations by monitoring real-time call queues, abandon rates, and ticket backlogs to hit SLA targets. Lead workforce planning and operational escalations, serving as the first escalation point for critical issues. Coach L1/L2 agents through call monitoring audits and performance feedback, partner on QA remediation plans, and manage front-line engagement to prevent burnout and reduce attrition.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Sutherland
Sutherland
1 day ago

Lead - SD Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Drive daily helpdesk operations by monitoring real-time call queues, abandon rates, and ticket backlogs to hit SLA targets. Lead workforce planning and operational escalations, serving as the first escalation point for critical issues. Coach L1/L2 agents through call monitoring audits and performance feedback, partner on QA remediation plans, and manage front-line engagement to prevent burnout and reduce attrition.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Monitor real-time call queues, abandon rates, and ticket backlogs to dynamically shift resources and meet daily SLA targets.
  • •Conduct weekly call monitoring audits and monthly performance feedback sessions to improve quality and FCR for L1 and L2 agents.
  • •Serve as the first formal escalation point for critical operational challenges, vendor disconnects, or highly dissatisfied employees.
  • •Partner with the Quality Analyst to review team performance metrics, identify training gaps, and implement remediation plans.
  • •Manage front-line team culture by driving engagement initiatives to prevent burnout and reduce attrition.

Key Requirements

  • •5 to 7 years of professional experience in customer management/operations.
  • •2+ years of direct people management or supervisory experience in a voice contact center or HR Shared Services hub.
  • •Strong operational literacy of contact center metrics including SLA, Occupancy, Shrinkage, CSAT, and ASA.
  • •Ability to make quick, data-driven decisions to resolve real-time staffing or queue bottlenecks.
  • •Preferred: Bachelor’s degree in HR, Business Administration, or related field.
Experience:5-7 yearsContact centerCustomer operationsVoice contact centerHR shared services
Education:Bachelor's in HR, Business Administration, or related field
Skills:CommunicationProblem-solvingCoachingTeam engagementData-driven decision-making
Languages:English

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor