Descripción de la empresa

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 integral 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.

Descripción del empleo

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 quest

📌 Floor Support Specialist (Bogotá)
🏢 Sutherland
📍 Bogotá