Call Center Manager, Transformative Change

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