Call Center Manager, Transformative Change - Stout : Job Details

At Stout, we're dedicated to exceeding expectations in all we do - we call it Relentless Excellence . Both our client service and culture are second to none, stemming from our firmwide embrace of our core values: Positive and Team-Oriented, Accountable, Committed, Relationship-Focused, Super-Responsive, and being Great communicators. Sound like a place you can grow and succeed? Read on to learn more about an exciting opportunity to join our team.

General Purpose

The Call Center Manager will lead and manage multiple call center client engagements, overseeing a team of call center representatives and supervisors (working remotely). The manager will ensure all operations of the call center client engagements meet Stout's standards of quality and efficiency as well as those of our clients. These client-facing call centers operate as an integral part of Stout's broader Transformative Change group (link), leveraging close collaboration and seamless integration to deliver comprehensive solutions tailored to client needs. This role blends technical and managerial expertise, requiring the ability to strategize on call center design, develop efficient workflows and training guides, ensure data quality and integrity, support new client opportunities, and support the team's professional growth.

Major Duties and Responsibilities

Manage / Mentor

• Manage and mentor a team of 10+ call center agents and supervisors (working remotely)

• Manage multiple call center client engagements, each with unique objectives, process flows and SLAs

• Conduct periodic meetings with team supervisors regarding ongoing activities, opportunities for refinement, team support, etc.

• Evaluate individual performance of team members and overall team effectiveness

• Develop and oversee regular monitoring and audits of call center agent and supervisor activities

• Manage and revise workflows and automations in Stout's Zendesk platform

• Lead the recruitment, selection, hiring, and training of new call center agents and supervisors

Oversight & Execution

• Develop and enhance operational workflows, oversight plans, training guides, templates, and other tools

• Maintain and improve call operations by monitoring system performance and identifying and solving problems

• Meet or exceed SLA requirements for inbound, outbound, ticket channels

• Assist call center agents with challenging customer service issues

• Handle escalated issues directly with customers, as needed

• Prepare call center performance analysis and reports using data collected by call center agents

• Ensure policies and procedures are being consistently met

External and Referral Engagement & Outreach Activities

• Collaborate with clients and external stakeholders for referrals, status calls, and outreach events

• Provide status updates and escalated situations to the Court-appointed Ombudsperson

• Assist in increasing awareness of call center capabilities for client engagements via in-person canvassing, presentations, email notifications, and social media development

Knowledge, Skills, & Abilities

Candidates should demonstrate and have experience with:

• Managing multiple projects and teams simultaneously while maintaining high-quality standards

• Ability to self-motivate, lead teams, and adapt in a fast-paced environment

• Analytical skills and the ability to read and interpret data (including data visualization tools such as Tableau)

• Rigorous attention to detail and a commitment to quality control

• Flexibility to adapt to changing project requirements and timelines

• Excellent communication skills, both verbal and written

• Creative problem-solving skills and the ability to develop execution plans

• Ability to thrive in a dynamic consulting environment with fluctuating demands, shifting priorities, and the occasional unexpected challenges

• Proficiency in Microsoft Word, PowerPoint, Excel, and Zendesk

Basic Qualifications

• Minimum of a 4-year college degree in Business Administration, Management, Communications, or related field

• Minimum of 10 years of experience in a call center environment, with at least 4 years in a supervisory role

• Experience working in a team-oriented, remote-office environment

• Strong preference for bilingual (Spanish) candidates

• Preferred knowledge of residential property management operations or public housing

• Strong preference for working knowledge of Zendesk

• Must be eligible to work in the US, without employer sponsorship, at the time of hire and in the future.

A reasonable estimate of the current range is $80,000.00-100,000.00 annual. This role is also anticipated to be eligible to participate in an annual bonus plan. Information about benefits can be found here -

Why Stout?At Stout, we offer a comprehensive Total Rewards program with competitive compensation, benefits, and wellness options tailored to support employees at every stage of life.We foster a culture of inclusion and respect, embracing diverse perspectives and experiences to drive innovation and success. Our leadership is committed to inclusion and belonging across the organization and in the communities we serve.We invest in professional growth through ongoing training, mentorship, employee resource groups, and clear performance feedback, ensuring our employees are supported in achieving their career goals.Stout provides flexible work schedules and a discretionary time off policy to promote work-life balance and help employees lead fulfilling lives.Learn more about our benefits and commitment to your success.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job.

Stout is an Equal Employment Opportunity.All qualified applicants will receive consideration for employment on the basis of valid job requirements, qualifications and merit without regard to race, color, religion, sex, national origin, disability, age, protected veteran status or any other characteristic protected by applicable local, state or federal law.

Interested in joining a rapidly growing group of bright, ambitious professionals in a work environment that values culture, inclusion, and personal growth? Stout might just be the right place for you.