Floor Support Specialist

Job description

Role Description The Floor Support Specialist provides real-time operational support to agents across multiple queues and channels, helping them resolve process questions, customer handling situations, escalation requests, tool navigation issues, and supervisor-related requests. This role supports a structured performance management and continuous improvement framework aligned with contact center best practices, including quality, training, process governance, customer experience, and operational control. The Floor Support Specialist does not replace the Team Leader or Supervisor but acts as an immediate support layer to improve agent confidence, reduce avoidable escalations, and maintain service consistency. Key Responsibilities: 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, ensuring proper de-escalation and ownership. Identify cases requiring escalation to Supervisors, Level 1.5, 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, refreshers, SOP updates, and performance improvement. Maintain basic tracking of recurring support themes, escalations, and improvement opportunities. Required Qualifications: High school degree or equivalent required. 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. Preferred Qualifications: Experience in Lenovo, PC hardware, technical support, BPO, or service operations. Knowledge of voice, chat, email, e-ticketing, social media, and backoffice workflows. Basic understanding of AHT, SLA, backlog, adherence, occupancy, and queue performance. Experience supporting training, coaching, QA, or knowledge management activities. Familiarity with AI-enabled agent assist tools, knowledge recommendations, or automated case summaries. Key Competencies: Real-time agent support Escalation handling Process guidance Customer de-escalation Coaching mindset Operational judgment Documentation discipline Continuous improvement mindset All your information will be kept confidential according to EEO guidelines. 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 global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation. We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, 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. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes. Sutherland Digital Outcomes.