Sutherland is seeking a fully remote Senior Temporary Team Manager (6 Months) who will oversee one of our Educational Technology programs!
Responsibilities
Manage a team of 4 Team Managers who oversee an elite brand ambassador team handling complex interactions with high-net-worth stakeholders, school leadership, and families; Coach Team Managers on sophisticated relationship management; Mentor agents on emotional intelligence and composure; Guide agents through intricate policy guidelines to deliver accurate solutions under pressure; Ensure agents maintain seamless navigation across multiple platforms while keeping handling times efficient; Cultivate a culture of ownership and adherence to program guidelines; Maintain oversight of remote performance metrics, schedule adherence, and a secure, distraction-free culture; Partner with WFM to drive attendance and adherence and keep overall shrinkage below 10%
Requirements
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
Nice to have
Experience managing Team Leads who oversee support customer service/tech support representatives; At least 2 years experience managing a remote team of support customer service representatives in the Educational Technology industry; Experience dealing with high-end donations/contributions; Experience managing a team that handles foundational questions from donors, such as how to donate and general tax inquiries, alongside supporting K-12 public/private school leadership, partners, and participating families
Stany Zjednoczone · Coral Springs
