Sutherland: Lead - SD Management — Chennai, TN, India, //TN, India

About Sutherland

Sutherland works in business and digital transformation, combining technology services with business-process expertise. Its employer descriptions identify artificial intelligence, automation, cloud engineering and advanced analytics as areas of activity. The company uses products, platforms and service delivery to improve business operations and customer experiences. Its stated approach brings human expertise together with AI, adapting technology and process changes to the needs of the organisation receiving the service rather than providing only a standalone software product.

The position and its setting

Sutherland lists Lead - SD Management in Chennai, TN, India, //TN, India, under reference REF43695N. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 23 September 2026
• Brands: Sutherland

Responsibilities and work described

• 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
• 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
• Total

Essential requirements and candidate background

• Experience: Years
• 5 to 7 years of professional experience in customer management/operations
• Domain-Specific
• 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
• Operational Literacy: 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
• “Sutherland never requests payment or favors in exchange for job opportunities
• Please report suspicious activity immediately to “[email protected]”
• Graduation (preferably from HR stream)

Education and qualification routes

• Degree / qualification: Education: Bachelor's degree in HR, Business Administration, or a related field is preferred

Location, schedule and contract conditions

• Work arrangement: On-site
• Advertised location: Chennai, TN, India, //TN, India

Employer details to confirm

• The employer’s seniority category and its stated experience requirements do not agree. Follow the role-specific requirements above rather than assuming this is a fresher opening.

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Lead - SD Management vacancy is not an offer for reference REF43695N; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Sutherland

Applications follow the official employer page linked below.

Open the official Sutherland posting below and match the title and reference REF43695N.

Compare your qualifications and experience with the essential conditions for the Chennai, TN, India, //TN, India position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: quality assurance

For quality assurance, explain the process, controls and records you worked with. A useful example shows how an issue was prevented, investigated or corrected and how the change was checked.

Relevant skills

• quality assurance
• audit
• compliance
• training
• communication