Lead - SD Management

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. “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.