Contact Center Leader — AI-Driven Ops & Team Growth

Lawyers for Justice, PC; Glendale (AZ); Vor Ort; USD 90.000 - 115.000; Vollzeit

Benefits dieser Stelle

Health insurance

Vision insurance

Dental insurance

Paid time off

401(k)

Performance based discretionary bonus

Zusammenfassung

Lawyers for Justice, PC is seeking a Contact Center Manager to lead the intake team and drive exceptional client experiences.

You will oversee day-to-day operations, optimize outbound strategies, and implement best practices with a focus on process improvement and AI-enabled workflows. The role collaborates with firm leadership to align contact center metrics with firm objectives and support business development.

Qualifikationen

• Bachelor's degree preferred.
• Minimum 3–5 years in a customer service supervisory role.
• Knowledge of Employment Law, Personal Injury, and/or Workers' Compensation a plus.
• Salesforce/Litify experience is a major plus.
• Experience with CRM platforms and reporting tools preferred.

Aufgaben

• Supervise, coach, and mentor a large intake team to meet performance goals.
• Monitor outbound call activity for quality and client experience.
• Identify process improvements to boost productivity and efficiency.
• Develop outbound call strategies to maximize conversions.
• Conduct regular performance evaluations and provide training.
• Track KPIs to assess team effectiveness and growth areas.
• Collaborate with leadership to align operations with firm objectives.
• Leverage technology and AI tools to enhance workflows.
• Coordinate with Marketing on lead referral processes and BD support.
• Handle escalated client concerns with professionalism and empathy.
• Perform other related duties as assigned.

Kenntnisse

Leadership

Process improvement

Communication

Data analysis

Customer service

Adaptability

AI tools

Team management

MS Office

Attention to detail

Ausbildung

Bachelor's degree

Tools

Salesforce

Litify

CRM platforms

Reporting tools

Jobbeschreibung

Lawyers for Justice, PC is seeking a Contact Center Manager to lead the intake team and drive exceptional client experiences.

You will oversee day-to-day operations, optimize outbound strategies, and implement best practices with a focus on process improvement and AI-enabled workflows. The role collaborates with firm leadership to align contact center metrics with firm objectives and support business development.