Lead - SD Management
ChennaiFull-time5–7 yrsPosted 1 week ago
Senior customer support role at Sutherland in Chennai. Needs 5–7 years and a BBA.
About the role
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.
What you'll do
- Queue & Service Level Management: Actively monitor real-time call queues, abandon rates, and ticket backlogs to dynamically shift resources and secure daily SLA targets
- 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…
What you need
- Escalation handling
- Employee engagement
- SOP writing
- Problem solving