Description
Sutherland is hiring a Customer Support & Sales - Chat Consultant to lead the daily operations and real-time execution of a helpdesk team. The role monitors call queues, service levels, abandon rates, and ticket backlogs; coaches L1 and L2 agents; escalates critical operational issues; partners with Quality Analysts on performance metrics and training gaps; and manages team culture, engagement, burnout prevention, and attrition. 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, along with strong operational, communication, problem-solving, and interpersonal skills.
