Contact Center Leader: Scale Ops and Team Growth

Lawyers For Justice P.C; Glendale (CA); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Paid time off

401(k)

Performance-based bonus & merit raises

Job summary

Lawyers For Justice P.C in Glendale, CA is seeking a Contact Center Manager to oversee the day-to-day operations of the intake team, ensuring efficiency, quality, and an exceptional client experience at every touchpoint.

This leader will drive process improvement, optimize outbound call strategies, and develop a large team of intake specialists while collaborating with firm leadership to elevate overall contact center performance.

Qualifications

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

Responsibilities

• Supervise and mentor a large intake team to meet performance and quality targets
• Monitor outbound call activity for quality, efficiency and client experience
• Identify opportunities to improve processes and implement productivity strategies
• Develop and refine outbound call strategies to maximize client conversion
• Conduct regular performance reviews and provide constructive feedback
• Track and analyze key performance metrics to assess team effectiveness
• Collaborate with leadership to align contact center with firm objectives
• Leverage technology and AI-driven tools to enhance workflows
• Coordinate with Marketing on lead referrals and business development
• Handle escalated client concerns professionally and efficiently
• Perform other related duties as assigned

Skills

Leadership

Process improvement

Communication

Data analysis

Customer service

Multitasking

AI tools adaptation

Composure under pressure

Microsoft Office

Education

Bachelor's degree preferred

Tools

Salesforce

Litify

CRM platforms

Reporting tools

AI platforms

Job description

Lawyers For Justice P.C in Glendale, CA is seeking a Contact Center Manager to oversee the day-to-day operations of the intake team, ensuring efficiency, quality, and an exceptional client experience at every touchpoint.

This leader will drive process improvement, optimize outbound call strategies, and develop a large team of intake specialists while collaborating with firm leadership to elevate overall contact center performance.