Description
Sutherland is hiring a Customer Support & Sales - Chat Consultant to lead the daily operations of a helpdesk team. The role monitors call queues and service levels, shifts staffing resources, coaches L1 and L2 agents, handles operational escalations, supports quality assurance, and manages team culture and engagement. Candidates need 5–7 years of customer management or operations experience, including at least 2 years of direct people management or supervisory experience in a voice-capable contact centre or HR Shared Services hub. A bachelor's degree in HR, Business Administration, or a related field is preferred.
