Call Center Manager, Transformative Change

myGwork - LGBTQ+ Business Community; New York (NY); Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Call Center Manager to lead a dynamic team in a remote environment. This role involves managing multiple client engagements, ensuring operational excellence, and mentoring a team of call center representatives. The ideal candidate will possess strong analytical and communication skills, with a proven track record in project management and team leadership. Join a company that values diversity and offers a comprehensive Total Rewards program to support your professional growth and work-life balance. If you're ready to make an impact in a collaborative setting, this opportunity is perfect for you.

Benefits

Flexible Work Schedules

Discretionary Time Off

Professional Development Programs

Mentorship Opportunities

Qualifications

• 10+ years of experience in a call center environment with supervisory experience.
• Ability to manage multiple projects and teams while maintaining quality standards.

Responsibilities

• Lead and mentor a team of call center agents and supervisors.
• Develop operational workflows and ensure quality control in call operations.

Skills

Project Management

Analytical Skills

Communication Skills

Problem-Solving

Team Leadership

Education

Bachelor's Degree in Business Administration

Bachelor's Degree in Management

Bachelor's Degree in Communications

Tools

Zendesk

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

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, and 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 & 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 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.

Current estimated salary range is $80,000 - $100,000 annually, with eligibility for an annual bonus plan. Benefits information can be found here.

Why Stout?

Our goal is to provide a comprehensive Total Rewards program, including competitive compensation, benefits, and wellness programs to support our employees' needs at every life stage. We are committed to the personal and professional development of our employees within 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 communities. Our core values foster a culture of inclusion and equitable treatment, starting with leadership and spreading across the organization. We strive to recruit, develop, and retain individuals with a wide range of talents, ideas, and experiences that drive our success. To learn more about our commitment to diversity, equity, and inclusion, click here.

Professional Development: We offer ongoing training, employee resource groups, mentorship programs, and professional designation reimbursement to support employee growth. We believe in timely performance feedback, clear expectations, and regular check-ins to support your career development.

Stout Benefits: We provide a variety of benefits to meet the changing needs of our employees. See our Benefits page for details.

Flexible Work Schedules: We support work-life balance through a discretionary time off policy for salaried exempt employees, allowing flexible time off as needed.

The statements in this description are not all-inclusive but represent typical elements necessary to perform the job successfully.

Stout is an Equal Employment Opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, age, veteran status, or other protected characteristics under applicable law.

Interested in joining a growing team of professionals in a culture that values diversity and growth? Stout might be the right place for you.