Floor Support Specialist

Floor Support Specialist at Sutherland in Bogotá, Colombia, providing real-time guidance to contact-center agents across queues and channels. The role focuses on escalation handling, process adherence, and sharing recurring issues with operations, training, and quality teams.

• Provide real-time guidance to agents during live interactions or case handling
• Support agents with process questions, system navigation, escalation paths, customer communication, and documentation standards
• Assist with customers requesting supervisor intervention and ensure proper de-escalation
• Identify cases requiring escalation to Supervisors, TSS, Case Management, Quality, Training, or other support teams
• Reinforce approved workflows, customer privacy, compliance requirements, and communication standards
• Capture recurring agent questions, process gaps, tool issues, and training needs
• Support nesting, new agent ramp-up, and early production stabilization
• Share insights with Operations, Training, Quality, Process, and WFM to support coaching and SOP updates

• High school degree or equivalent
• 2+ years of experience in contact center operations, customer support, technical support, backoffice support, or related roles
• Experience as senior agent, SME, mentor, floor support, escalation support, or similar role
• Strong knowledge of contact center processes, escalation procedures, customer communication, and case documentation
• Strong verbal and written communication skills
• Ability to remain calm and structured in escalated or high-pressure situations
• Familiarity with CRM, ticketing, knowledge base, omnichannel, and support tools

Sutherland works with global brands on AI, automation, cloud and customer experience operations. In Egypt it runs large contact centers in Cairo and Alexandria that hire English and multilingual customer service representatives, usually with transport, medical insurance and paid training. These roles are on-site.