Call Center Manager

The Ward Law Group, PL; Mosquera; A distancia; COP 40.000.000 - 80.000.000; Jornada completa

Descripción de la vacante

A leading legal firm in Cundinamarca is seeking a Call Center Manager. This role involves leading the Client Support Department, mentoring staff, overseeing call handling, and monitoring performance metrics. Candidates must be fluent in English and Spanish, with strong multitasking and customer service skills. Join a dynamic team where your contributions matter.

Formación

• Must be fluent in English and Spanish.
• Excellent written and verbal communication skills.
• Ability to multitask and manage time effectively.

Responsabilidades

• Lead and mentor Client Support Representatives.
• Oversee inbound call handling via a multi-line system.
• Monitor team KPIs and provide performance feedback.

Conocimientos

Fluent in English

Fluent in Spanish

Excellent written communication skills

Excellent verbal communication skills

Strong multitasking skills

Customer service passion

Herramientas

USB noise cancelling headsets

Webcam

Computer with Core i5, 12 GB RAM

Descripción del empleo

Company Description

The Ward Law Group, voted best places to work for the past two years, is where your work really matters. We are a leader in personal injury, offering an innovative and fast-paced environment that allows you to earn as you grow. We empower our employees to make the best decisions to impact our clients through collaborative team efforts. We are a nontraditional, highly accountable, yet vibrant group of professionals. Our onboarding process provides a soft place to land.

Our core values are service to our clients, service to our teammates, and service to the community, along with faith, accountability, leadership, and loyalty.

Job Description

The Ward Law Group is currently hiring a Call Center Manager to lead and support the Client Support Department. This position requires a strong background in team leadership, customer service, and performance management. The Call Center Manager is responsible for leading and mentoring the Client Support team, providing ongoing guidance and fostering a collaborative, innovative work environment. This role involves setting clear goals, monitoring team performance, and delivering consistent feedback to ensure both individual and departmental success.

Responsibilities

• Lead and mentor a team of Client Support Representatives and Quality Analysts in a collaborative, performance-driven environment.
• Oversee all inbound call handling via a multi-line phone system, ensuring prompt, accurate, and professional responses.
• Analyze call volume data daily to maintain appropriate staffing levels.
• Proactively adjust schedules and support recruitment efforts to reduce overflow calls (goal: fewer than 10 per day).
• Ensure QA team conducts consistent reviews and delivers coaching during weekly sessions.
• Monitor team KPIs, deliver feedback, and implement performance improvement plans.
• Prepare and present monthly, quarterly, and annual performance reports.
• Maintain and revise Standard Operating Procedures (SOPs) and training materials.
• Collaborate with HR on hiring, onboarding, and offboarding.
• Submit Monthly VA Hours to HR and conduct formal employee evaluations.
• Attend additional in-person corporate trainings when scheduled (with 30-day advance notice), including some weekends.

Qualifications

• Must be fluent in English and Spanish.
• Must have a Computer (Desktop or Laptop) Core i5 or above, a minimum of 12 GB of RAM, and Windows 10 installed.
• Internet speed must be 35 Mbps download and 15 Mbps upload.
• USB noise cancelling headsets.
• Webcam for daily meetings and huddles.
• Must consistently be on time and reliable.
• Must work well in a team environment.
• Excellent written and verbal communication skills, including the ability to successfully communicate with other employees.
• Proficiency in using computers and relevant software.
• Ability to prioritize tasks effectively.
• Strong multitasking and time-management skills.
• Strong phone contact handling skills and active listening abilities.
• Passion for delivering exceptional customer service.
• Ability to handle customer complaints and provide appropriate solutions.
• Ability to adapt to a fast-paced and changing work environment.
• Keen eye for detail to ensure accuracy and thoroughness in all tasks.

Additional Information

• Candidate must have the following work-at-home settings minimum to work:
• Computer:
  • Windows: Windows 10, Intel i5 (8th Gen+) or 2 GHz and 8 cores, 16 GB RAM, 256 GB SSD
  • Mac: macOS 11 (Big Sur+), Apple M1 or Intel i5, 8 GB RAM, 256 GB SSD
  • Display: Full HD (1920x1080)
• Network:
  • Wired Ethernet preferred; 5 GHz Wi-Fi acceptable
  • Internet Speed: 30 Mbps download, 15 Mbps upload
  • Latency: Under 100 ms
• Other:
  • Noise-canceling headset preferably with a 3.5 mm connection
  • 720p webcam for meetings, huddles and trainings