Call Center Manager, Transformative Change

Stout
$80,000.00 - $100,000.00 / yr
United States, Illinois, Chicago
1 South Wacker Drive (Show on map)
Apr 11, 2025
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 - https://www.stout.com/en/careers/benefits. Why Stout? Our goal is to provide a comprehensive Total Rewards program that includes competitive compensation, benefits & wellness programs that allows employees to choose what's most important to them at any life stage. At Stout, we are committed to the personal and professional development of our employees while fostering a diverse and inclusive environment. Stout Culture: We honor the fundamental value and dignity of all individuals. We are committed to representing and including the unique experiences, perspectives, and backgrounds of our people, partners, and the communities we serve. Our core values embrace a culture of inclusion and the equitable treatment of all team members, starting with Stout's leadership and spreading across the organization. We strive to recruit, develop, and retain individuals with an array of talents, ideas, and experiences that propel the entrepreneurial spirit and exceptionalism that drive our success. To learn more about our commitment to diversity, equity, and inclusion, click here. Professional Development: To foster employee development we offer ongoing training and learning opportunities, employee resources groups, mentorship programming, and professional designation reimbursement. We believe in timely and proactive performance excellence, ongoing 360 feedback, clear performance expectations at each level, and quarterly check-ins with your manager ensure you are supported and growing your career. Stout Benefits : Stout offers a variety of benefits to meet the ever-changing needs of our employees throughout their career at Stout. View our Benefits page to see what this can look like for you. Flexible Work Schedules: Work-life balance is important to us and we want our employees to have balanced lives, which is why we have a discretionary time off policy for all salaried exempt employees. This gives you the ability to take time off as appropriate. 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, diversity, and personal growth? Stout might just be the right place for you.