Associate Manager- Service Delivery

Job Title: Associate Manager - SD Management

Location: Chennai- Tamil Nadu

Company Description:

About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We've created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless as a service model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Job Description:

At Sutherland, Supervisors within the Technical Customer Service (TCS) organization lead high-performing teams responsible for delivering timely, accurate, and professional technical support to customers. This role focuses on driving team performance, coaching associates, and ensuring seamless and secure customer experience. Supervisors are responsible for developing Technical Customer Service Associates into technically proficient and customer-centric problem solvers. The ideal candidate demonstrates strong leadership, excellent communication skills, the ability to handle ambiguity, and a passion for delivering exceptional customer experience while maintaining operational excellence.

This is a Full-Time position, with flexibility required to meet customer demand, including evenings and weekends.

Key job responsibilities:

Team Leadership & Development

• Lead, coach, and develop a team of Technical Customer Service Associates
• Conduct regular performance reviews, one-on-one meetings, and coaching sessions
• Provide real-time feedback and support to drive quality and productivity improvements
• Foster a culture of accountability, engagement, and continuous improvement

Customer Experience Excellence

• Ensure the delivery of prompt, efficient, and high-quality technical support across all contact channels (voice, chat, email)
• Monitor customer interactions and provide actionable coaching to improve customer satisfaction
• Act as an escalation point for complex customer issues and ensure timely resolution
• Advocate for customers by identifying and escalating systemic issues

Operational Management

• Drive performance against key metrics such as Customer Satisfaction (CSAT), Quality, Productivity, and Service Levels
• Manage staffing, schedules, and real-time adherence to meet service demand
• Analyze performance trends and implement strategies for continuous improvement

Technical & Process Expertise (Process Specific training will be provided)

• Develop deep knowledge of products, services, and troubleshooting processes
• Support associates in resolving complex technical issues related to devices, networks, and account security
• Ensure adherence to standard operating procedures and quality standards

Cross-Functional Collaboration

• Partner with Quality, Training, Workforce Management, and other support teams to improve performance
• Communicate customer trends, product issues, and process gaps to leadership and stakeholders
• Participating in projects focused on process improvements and innovation

Continuous Improvement & Innovation

• Identify opportunities to improve workflows, tools, and customer experience
• Drive initiatives that enhance team efficiency and effectiveness
• Encourage a problem-solving mindset and innovation within the team

A day in the life:

As a supervisor, you will manage a team supporting customers with device setup, troubleshooting, and technical inquiries. Your day will include coaching team members, reviewing customer interactions, handling escalations, and collaborating with cross-functional teams.

You will leverage data and insights to improve team performance, ensure customer issues are resolved effectively, and maintain a high bar for customer experience. You will also play a key role in identifying trends and influencing improvements across the support ecosystem.

Qualifications:

Basic qualifications:

• Bachelor's degree or equivalent experience
• 2+ years of experience in customer service, technical support, or contact center operations
• 1+ year of people management or team leadership experience
• Be able to work in MS Office
• Strong understanding of customer support metrics (CSAT, Quality, AHT, SLAs)
• Experience coaching and developing employees in a performance-driven environment
• Solid technical aptitude, including troubleshooting consumer devices and basic network/Wi-Fi concepts
• Excellent verbal and written communication skills
• Strong problem-solving and decision-making abilities
• Ability to manage ambiguity and thrive in a fast-paced environment
• Flexibility to work shifts, including evenings and weekends

Preferred Qualifications

• Experience in a technical support environment supporting consumer electronics or smart home products
• Proven ability to drive performance improvements and meet operational targets
• Experience working with CRM systems and multiple support tools
• Strong analytical skills with the ability to interpret data and drive insights
• Demonstrated ability to manage escalations and complex customer scenarios