Contact Center Manager

Lawyers for Justice; 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

Contact Center Manager

Department: Operations

Employment Type: Full Time

Location: Glendale

Compensation: $90,000 - $115,000 / year

Description

The Contact Center Manager will oversee the day-to-day operations of the firm's
intake team, ensuring efficiency, quality, and an exceptional client experience at every
touchpoint. This individual will play a critical leadership role in driving process
improvement, optimizing outbound call strategies, and developing a large team of intake
specialists. The Contact Center Manager will work closely with the Firm's leadership
to evaluate current workflows, implement best practices, and elevate the overall
performance of the contact center.

Key Responsibilities

• Supervising, coaching, and mentoring a large team of intake specialists to ensure performance goals and quality standards are consistently met
• Monitoring outbound call activity to evaluate quality, efficiency, and client experience
• Identifying opportunities for process improvement and implementing strategies to enhance team productivity and time efficiency
• Developing and refining outbound call strategies to maximize client conversion and engagement
• Conducting regular performance evaluations, providing constructive feedback, and facilitating ongoing training and development
• Tracking and analyzing key performance metrics to assess team effectiveness and identify areas for growth
• Collaborating with the Firm's leadership team to align contact center operations with overall Firm objectives
• Leveraging technology and software platforms and incorporating AI-driven tools to enhance workflows and improve team performance
• Collaborate with the Marketing team to align on lead referral processes and
  support business development initiatives
• Handling escalated client concerns with professionalism, empathy, and efficiency;
• Performing other related duties as assigned

Required Skills/Abilities

• Proven leadership ability with experience managing and motivating large teams
• Strong process improvement mindset with the ability to evaluate, redesign, and implement workflows
• Excellent interpersonal and communication skills, both written and verbal
• Ability to analyze performance data and translate insights into actionable strategies
• Strong customer service orientation with the ability to model professionalism and empathy
• Ability to thrive in a fast-paced, high-volume environment while managing multiple priorities
• Proven ability to quickly learn, adopt, and leverage new platforms, AI tools, and systems to support evolving business needs
• Ability to maintain composure and lead effectively under pressure;
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and other relevant applications

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

Benefits

• Health insurance
• Vision insurance
• Dental insurance
• Paid time off
• 401(k)
• Opportunity for Performance Based Discretionary Bonus & Merit Increases