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.
Sutherland
Unlocking digital performance. Delivering measurable results
Job Description:
The Associate Manager is responsible for managing Level 1 voice agents handling customer service and basic phone troubleshooting for an Australian telecommunications client. The role focuses on people leadership, real-time operations management, and customer escalation handling.
Key Responsibilities:
- Manage daily operations of 18+ Level 1 voice agents
- Conduct regular coaching, performance reviews, and corrective actions
- Monitor and act on KPIs including AHT, QA, CSAT/NPS, Attendance, and Adherence
- Handle live customer escalations and ensure effective de-escalation
- Support agents with basic telco and device troubleshooting guidance
- Ensure compliance with quality, security, and client requirements
- Communicate operational risks and performance trends to leadership
Qualifications:
Minimum Qualifications:
- 2+ years’ experience as Team Lead or Associate Manager in a voice-based contact center
- Prior exposure to telco, technical support, or customer service programs
- Experience handling live voice escalations
- Strong understanding of contact center KPIs and daily operations
- Excellent spoken and written English
Additional Information:
All your information will be kept confidential according to EEO guidelines.
