Senior Team Manager | Ed Tech | Temporary | 6 Months

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

As a Senior Team Manager, you will manage a team of 4 Team Managers who oversee an 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 Team Managers, we expect the Senior Team Manager 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.

Our most successful candidates will have:

• Experience managing Team Leads who oversee support customer service/tech support representatives will be a major plus
• 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

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran DocumentationDuring employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

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