Associate Manager - Technical Customer Service

Role Overview Sutherland is looking for an experienced Associate Manager to lead and develop a team of Technical Customer Service Associates at its Chennai operations. This full-time role sits within the Technical Customer Service organisation and demands a leader who blends strong people management skills with solid technical aptitude to deliver an exceptional, seamless customer experience. The ideal candidate thrives in a fast-paced BPO environment, handles ambiguity with confidence, and brings a genuine passion for continuous improvement and operational excellence. Key Responsibilities - Lead, coach, and develop a team of Technical Customer Service Associates through regular one-on-one sessions, performance reviews, and real-time feedback - Act as the primary escalation point for complex or sensitive customer issues across voice, chat, and email channels, ensuring timely and effective resolution - Drive team performance against key metrics including CSAT, Quality, AHT, Productivity, and SLAs, analysing trends and implementing targeted improvement strategies - Manage day-to-day staffing, scheduling, and real-time adherence to consistently meet service demand and maintain operational stability - Support associates in diagnosing and resolving complex technical issues related to consumer devices, networks, account security, and device setup - Collaborate with Quality, Training, and Workforce Management teams to close performance gaps and communicate product or process issues to leadership - Identify workflow inefficiencies and lead or contribute to process improvement and innovation initiatives across the support ecosystem Required Qualifications - Bachelor's degree or equivalent practical experience in a relevant field - Minimum 2 years of experience in customer service, technical support, or contact centre operations - At least 1 year of direct people management or team leadership experience in a performance-driven environment - Solid understanding of contact centre KPIs such as CSAT, AHT, Quality scores, and SLA adherence - Proven technical aptitude including troubleshooting consumer electronics and foundational network or Wi-Fi concepts - Proficiency in MS Office and familiarity with CRM systems or multiple support tools - Excellent verbal and written communication skills with strong problem-solving and decision-making ability - Flexibility to work rotational shifts including evenings and weekends as required by business demand Why Join Us Sutherland is a globally recognised technology and business process leader that has filed over 200 patents across AI and advanced analytics, partnering with iconic brands to drive real digital transformation. Joining this team means growing your leadership career within a culture that values innovation, accountability, and continuous learning at every level.

- Bachelor's degree or equivalent experience - 2+ years in customer service, technical support, or contact centre operations - 1+ year of people management or team leadership experience - Strong knowledge of CSAT, AHT, Quality, and SLA metrics - Ability to troubleshoot consumer devices and understand basic networking and Wi-Fi concepts - Experience coaching and developing associates in a KPI-driven environment - Proficiency in MS Office; familiarity with CRM and support tools preferred - Strong analytical, communication, and decision-making skills - Flexibility to work rotational shifts including evenings and weekends - Experience in technical support for consumer electronics or smart home products is an advantage

- Competitive salary in the range of 5.5 to 8 LPA - Full-time permanent employment with job stability - Exposure to global clients and cutting-edge AI and automation platforms - Structured training and process-specific technical onboarding - Clear career growth path within a large multinational BPO organisation - Collaborative work culture with cross-functional team engagement