Posted 23 Sept · 52 open roles
Lead - SD Management
Chennai, TN, India, //TN, IndiaonsiteApply by 15 Nov 2026
- Undisclosed
- Salary
- 5–7 yrs
- Experience
- Full time
- Job type
About the role
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.
Full details and the application are on Sutherland's careers site.
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Sutherland
52 open roles
An AI-driven business transformation company delivering measurable business outcomes. We design, run, and automate the operations we transform - so our AI reaches production and keeps improving.
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