Customer Support and Sales Team Lead

Sutherland Global Services Private Limited; Chennai; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Sutherland Global Services Private Limited in Chennai is seeking a Senior Lead for SD Management to oversee the helpdesk team’s daily operations, ensuring SLA compliance and effective agent coaching across L1/L2 levels. The role emphasizes balancing operational performance with workforce well-being.

The ideal candidate brings 5–7 years in customer management or operations, plus experience leading 10–15 agents in a voice-enabled contact center or HR Shared Services hub.

Qualifications

• Bachelor’s degree in HR, Business Administration, or a related field.
• 5–7 years of professional experience in customer management/operations.
• Experience supervising a team of 10–15 agents in a voice contact centre.

Responsabilités

• Queue & Service Level Management: Monitor real-time queues, abandon rates, and ticket backlogs to meet daily SLA targets.
• Performance Coaching: Conduct weekly call monitoring audits and monthly feedback for L1/L2 agents to improve quality and FCR.
• Operational Escalations: Serve as first escalation point for critical challenges, vendor issues, or dissatisfied employees.
• Quality Assurance: Work with Quality Analyst to review metrics and implement remediation plans.
• Team Engagement: Drive initiatives to boost morale, reduce burnout, and lower attrition.

Connaissances

Operational Literacy

Communication

Problem Solving

Formation

Bachelor's degree in HR/Business Administration

Description du poste

Lead - SD Management 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!

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 environment.

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-Driven Floor Manager: They are hyper-aware of real-time dashboards. They know exactly when a spike in call volume requires altering break schedules or pulling an agent out of an offline task.
• Constructive Coach: They have mastered the art of delivering direct, actionable performance feedback that motivates underperforming agents rather than discouraging them.
• Process Fixer: They don't just patch problems; they proactively identify when a high volume of L1 transfers means the team needs an updated SOP or a refresher training session.

Required Skills & Qualifications

• Operational Literacy: Solid understanding of contact center dynamics and core metrics (e.g., SLA, Occupancy, Shrinkage, CSAT, ASA).
• Communication: Powerful interpersonal skills; able to deliver constructive, actionable feedback to team members and articulate operational issues clearly to management.
• Problem Solving: Ability to make quick, data-driven decisions under pressure to resolve real-time staffing or queue bottlenecks.

Education

Bachelor's degree in HR, Business Administration, or a related field is preferred.

Additional Information

“Sutherland never requests payment or favors in exchange for job opportunities. Please report suspicious activity immediately to “[e-mail]”

Qualifications Graduation (preferably from HR stream)

Experience Level

Senior Level

All your information will be kept confidential according to EEO guidelines.