Call Center Manager

Thompson Law; Dallas (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

A nationally growing personal injury firm in Dallas seeks a Call Center Manager to lead the intake team. This role involves guiding client evaluations, ensuring quality service, and managing call center operations. Ideal candidates will have extensive experience in call center management, particularly in legal or insurance environments. The firm offers a competitive compensation package, including health insurance and generous paid time off.

Benefits

Employee Health Insurance premium 100% paid by the firm

Dental & Vision

FSA/HSA

Generous paid time off and paid holidays

401(k) with employer matching

Basic life insurance 100% paid by the firm

Qualifications

• Must have prior experience as a Call Center Manager.
• A minimum of 4 years of progressive leadership experience in a call center.

Responsibilities

• Manage and guide the intake team through the client intake process.
• Analyze potential personal injury cases to determine their viability.
• Ensure a high standard of client service during the intake process.

Skills

Communication

Interpersonal skills

Education

Bachelor's degree

6 years of direct administrative experience

Tools

MS Office

Job description

Thompson Law’s vision is to be the law firm of choice for every person injured or killed due to preventable tragedy while providing our clients world-class service and record-setting results. We have built a spectacular team that delivers on those ideals, driving incredible growth and opportunity.


Thompson Law, a nationally growing personal injury firm based in the Oak Lawn area of Dallas, seeks a Call Center Manager to join the team!


The Position:
Your primary responsibility will be to assist and guide our intake team in evaluating new clients and ensuring a seamless transition for clients into our firm's services. The role demands an understanding of call center operations, specifically in law firm or insurance claims environments, and excellent client service skills to effectively assess and address potential clients' needs.

Responsibilities:

• Report to and take direction from the Intake Attorney.
• Manage and guide the intake team through the client intake process.
• Maintaining quality assurance through audits.
• Ability to create and present analysis reports.
• Analyze potential personal injury cases to determine their viability and alignment with the firm's standards.
• Ensure a high standard of client service and care during the intake process.
• Collaborate with other departments to streamline the client onboarding process.
• Maintain up-to-date knowledge of personal injury law firm call center protocols.
• Knowledge of call center technical tools such as integrations, tracking software, phone tools, analytics reports, etc.
• Must be available to work on-call weekends.

Qualifications:

• A bachelor's degree or 6 years of direct administrative experience is required.
• Must have prior experience as a Call Center Manager.
• A minimum of 4 years of progressive leadership experience in a call center is essential.
• Must have advanced technical proficiency in MS Office products such as Excel, Teams, Outlook, etc.
• Strong communication and interpersonal skills.

Prior experience from the following industries is highly desired:

• Legal (Personal Injury Law a plus)
• Insurance Claims (Bodily Injury a plus)
• Enrollment -Benefits/Healthcare
• Disaster Relief

Preferred Qualifications:

• Fluency in Spanish is highly desirable.
• Experience in a client-facing role within a legal setting.

Total Compensation Package:

• Salary + Bonus
• Employee Health Insurance premium 100% paid by the firm
• Dental & Vision
• FSA/HSA
• Generous paid time off and paid holidays
• 401(k) with employer matching
• Basic life insurance 100% paid by the firm
• Monday to Friday work schedule with no weekends

If you're ready to contribute your talents as part of one of Texas's fastest-growing personal injury firms while enhancing your skills within a dynamic environment, apply today!