Lead - SD mgmt

Sutherland; Chennai District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Sutherland is seeking a seasoned Helpdesk Operations Manager to lead daily performance and real-time execution of the support team in Chennai. The role requires strong coaching, SLA adherence, and frontline workforce management to sustain a high-performance service environment.

The candidate will monitor queues, drive coaching cycles, coordinate escalations, and collaborate with QA to close training gaps while maintaining team engagement and reducing attrition.

Qualifications

• Solid understanding of contact center metrics (SLA, Occupancy, Shrinkage, CSAT, ASA).
• Strong interpersonal skills and ability to give actionable feedback.

Responsibilities

• Monitor real-time call queues, abandon rates, and ticket backlogs to meet daily SLA targets.
• Conduct weekly call monitoring audits and monthly performance feedback for L1/L2 agents.
• Serve as first escalation point for operational challenges, vendor issues, or dissatisfied employees.
• Partner with Quality Analyst to review metrics and implement remediation plans.
• Lead front-line team engagement, reduce burnout, and lower attrition.

Skills

Operational literacy

Communication

Problem solving

Education

Bachelor’s degree in HR/BA or related field

Job description

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 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 dont 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 (eg, 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: Bachelors degree in HR, Business Administration, or a related field is preferred.

Graduation (preferably from HR stream)