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.

Function: Management
Experience Level: Mid-Senior Level