Lead - SD Management

Responsibilities

• This role balances workforce monitoring, service level compliance, and active agent coaching to foster a high-performance service environment.
• Queue & Service Level Management: Actively monitor real-time call queues, abandon rates, and ticket backlogs to dynamically shift resources and secure daily SLA targets.
• Conduct structured weekly call monitoring audits and monthly performance feedback sessions for L1 and L2 agents to improve quality and FCR.
• Act 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 targeted remediation plans.
• Manage front-line team culture, driving initiatives to boost employee engagement, prevent burnout, and reduce team attrition.

Requirements

• 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.
• Solid understanding of contact center dynamics and core metrics (e.g., SLA, Occupancy, Shrinkage, CSAT, ASA).

Experience in Years Total Experience

5 to 7 years of professional experience in customer management/operations.

Domain-Specific Experience

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.

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. “Sutherland never requests payment or favors in exchange for job opportunities. Please report suspicious activity immediately to “TAHelpdesk@Sutherlandglobal.com”

Graduation (preferably from HR stream)

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

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!