Real-Time Agent Support & Process Coach

Sutherland; Bogotá; On-site; COP 24,000,000 - 42,000,000; Full time

Job summary

Sutherland in Bogotá, Colombia, is seeking a Floor Support Specialist to provide real-time operational support to agents across multiple queues and channels, guiding them through process questions, system navigation, and escalation requests.

This role operates within a structured performance framework focused on quality, training, process governance, and customer experience, helping to reduce escalations and maintain service consistency while sharing insights with Operations and QA for

Qualifications

• High school diploma or equivalent.
• 2+ years in contact center or related roles.
• Experience as senior agent, SME, or floor support.

Responsibilities

• Provide real-time guidance to agents during live interactions.
• Support agents with process questions, system navigation, escalation paths, customer communication, and documentation standards.
• Assist with customers requesting supervisor intervention, ensuring proper de-escalation and ownership.
• Identify escalation cases to Supervisors, Level 1.5, TSS, Case Management, Quality, Training, or other support teams.
• Reinforce approved workflows, customer privacy, compliance requirements, and communication standards.
• Capture recurring agent questions, process gaps, tool issues, and training needs.
• Support nesting, new agent ramp-up, and early production stabilization.
• Share insights with Operations, Training, Quality, Process, and WFM to support coaching, refreshers, SOP updates, and performance improvement.
• Maintain basic tracking of recurring support themes, escalations, and improvement opportunities.

Job description

Sutherland in Bogotá, Colombia, is seeking a Floor Support Specialist to provide real-time operational support to agents across multiple queues and channels, guiding them through process questions, system navigation, and escalation requests.

This role operates within a structured performance framework focused on quality, training, process governance, and customer experience, helping to reduce escalations and maintain service consistency while sharing insights with Operations and QA for