[Hiring] Team Manager @Sutherland

Role Description

Sutherland is seeking a fully remote Temporary Team Manager (6 Months+) who will oversee one of our growing Educational Technology programs!

In this role, you will manage a team of elite brand ambassadors managing complex interactions, including high-net-worth stakeholders, school leadership, and families. Our leadership team needs to model and coach to a very high standard.

When supporting and developing agents, we expect our Team Managers to heavily emphasize and coach to the following competencies:

• Sophisticated Relationship Management: Moving past script-reading to guide agents on high-touch, professional communication with high-value stakeholders and school executives.
• Emotional Intelligence & Composure: Mentoring agents on handling sensitive, high-emotion, or complex situations with natural empathy, tact, and grace.
• Critical Thinking & Problem-Solving: Guiding agents through intricate policy guidelines to deliver definitive, accurate solutions under pressure.
• Multitasking & Tech-Acumen: Ensuring agents maintain seamless navigation across multiple platforms while speaking confidently with callers, keeping handling times efficient without sacrificing care.
• Attention to Detail & Self-Motivation: Cultivating a culture of ownership where agents take pride in every interaction and adhere strictly to program guidelines.
• Remote Environment & Operational Excellence: Maintaining rigorous oversight of remote performance metrics, ensuring adherence to schedules, and supporting a secure, distraction-free culture.
• Collaboration with WFM: As we manage tight pacing, daily commitments, and shrinkage targets (keeping overall shrinkage below 10%), your partnership in driving attendance and adherence is critical.

Qualifications

• Demonstrated leadership skills - BPO/contact center type of experience is highly preferred.
• At least 2 years experience managing a remote team of support customer service representatives in the Educational Technology industry is highly preferred.
• Experience dealing with high-end donations/contributions.
• Experience managing a team that handles foundational questions from donors will be ideal - how to donate, general tax inquiries, alongside supporting K-12 public/private school leadership, partners, and participating families.
• Ability to take the lead in making improvements and resolving issues.
• Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner.
• Ability to be customer-oriented in managing communications and issues.
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• Ability to be pro-active in developing trust and professional rapport with employees and team members.

Company Description

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, 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.