CHENNAI · FULLTIME
Lead - SD mgmt
Sutherland Global Services
Chennai · onsite · Posted 27d ago
Sourced from
Undisclosed5–7 yrsfulltimeChennai
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Section · 01
About this role
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.
Sutherland never requests payment or favors in exchange for job opportunities. Please report suspicious activity immediately to [email protected] Qualifications
Graduation (preferably from HR stream)
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Section · 02
Skills
Call MonitoringCSATPeople managementCaptaincontact centerArticulateauditsCustomer ManagementEmployee EngagementQuality AssuranceoperationsAdministrationhyperHr Shared ServicesHelpdeskcomplianceQuality Analyst
Section · Company
About Sutherland Global Services
Sutherland Global Services
BPO
17.6k+
employees
1986
40 years old
Chennai, Tamil Nadu
India
₹3.6L PA avg
Avg at Sutherland Global Services
About
Sutherland is a business process transformation company that rethinks & rebuilds business processes for the digital age.
Industries
BPOFacility Management ServicesRecruitment
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