Call Center Manager

Strategic Legal Practices, APC; Los Angeles (CA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Call Center Manager to lead a dedicated team in a fast-paced environment. This role is pivotal in overseeing daily operations, enhancing client experiences, and driving team performance. The ideal candidate will possess strong leadership qualities, sales training expertise, and a passion for developing high-performing teams. Join a rapidly growing law firm that values innovation and growth, and make a significant impact on its expansion while ensuring exceptional client service. If you're ready to take on a challenging yet rewarding role, we encourage you to apply!

Qualifications

• 3+ years in call center management or supervision.
• Proven leadership and team development skills.

Responsibilities

• Supervise call center supervisors and representatives.
• Implement sales training to improve conversions and retention.

Skills

Leadership

Sales Training

Coaching

Communication Skills

Interpersonal Skills

Multitasking

Attention to Detail

Education

Bachelor’s degree in Business

Bachelor’s degree in Communications

Tools

Salesforce CRM

Microsoft Office

Job description

Join to apply for the Call Center Manager role at Strategic Legal Practices, APC

Strategic Legal Practices is a rapidly growing law firm seeking a dedicated and results-driven Call Center Manager to oversee daily operations and support a team of customer service professionals. This role offers an exciting opportunity to contribute to the firm’s expansion while ensuring high client service and team performance.

We are looking for a motivated leader with strong sales training and coaching abilities who thrives in a fast-paced environment. If you have experience in call center operations and a passion for developing high-performing teams, we encourage you to apply.

Our Commitment to You

Strategic Legal Practices offers an environment for tireless over-achievers who embrace problem solving. We value leadership, innovation, and growth, and are committed to making this the best place to work. If you identify with our culture and values, we look forward to discussing your candidacy.

Responsibilities include, but are not limited to:

1. Leadership and Team Management:

• Supervise call center supervisors and representatives.
• Provide coaching, feedback, and training to improve performance.
• Foster a collaborative, high-energy environment.
• Conduct team meetings to review metrics and address challenges.
• Identify and develop future leaders.

Client Experience and Sales:

• Collaborate with the Client Experience team for seamless service.
• Implement sales training to improve conversions and retention.
• Monitor call quality and provide feedback.
• Analyze KPIs to identify improvements.

Training and Development:

• Train staff on customer service, sales, and systems.
• Create and maintain training materials.

Operations and Performance Management:

• Ensure efficient daily operations meeting performance goals.
• Track call volume, service levels, and resolution rates.
• Implement strategies to enhance response times and satisfaction.
• Manage priorities to meet deadlines.

Collaboration and Communication:

• Coordinate with other departments to align goals.
• Communicate expectations and performance updates.
• Prepare and present reports to management.

Qualifications:

Required:

• Bachelor’s degree in Business, Communications, or related field.
• 3+ years in call center management or supervision.
• Proven leadership and team development skills.
• Excellent communication and interpersonal skills.
• Strong sales training and coaching abilities.
• Proficiency in Microsoft Office and call center technologies.
• Experience in a fast-growing environment.
• Ability to multitask and prioritize effectively.
• Attention to detail and confidentiality.
• Flexibility to undertake additional duties as needed.

Preferred:

• Experience with Salesforce CRM or similar systems.
• Strong problem-solving and strategic thinking skills.
• Project management experience.

About Strategic Legal Practices

We are one of California’s largest litigation firms, specializing in consumer protection and civil litigation. Led by successful attorneys, our firm has a proven track record of helping clients against car manufacturers. Based in Los Angeles, we practice throughout California.

We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, or other protected characteristics.