Contact Center Manager

Lawyers for Justice; Glendale, Northern (AZ, KY); Hybrid; 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 Discretionary Bonus

Job summary

Lawyers for Justice in Glendale, AZ, seeks a Contact Center Manager to oversee the firm's intake operations, driving efficiency and delivering an exceptional client experience.

You will lead a large team of intake specialists, refine outbound strategies, implement process improvements, and collaborate with leadership to align contact center with firm objectives, leveraging AI tools and CRM platforms.

Qualifications

• Bachelor's degree preferred.
• Minimum 3–5 years of customer service supervisory role.
• 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

• Supervising, coaching, and mentoring a large team of intake specialists to ensure performance goals.
• Monitoring outbound call activity to evaluate quality 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 and providing feedback and training.
• Tracking and analyzing key performance metrics to assess team effectiveness.
• Collaborating with leadership to align contact center operations with firm objectives.
• Leveraging technology and AI tools to enhance workflows and performance.
• Collaborating with Marketing to align on lead referral processes and support business development initiatives.
• Handling escalated client concerns with professionalism and efficiency.
• Performing other related duties as assigned.

Skills

Leadership ability

Process improvement

Interpersonal skills

Data-driven decisions

Communication

Time management

Adaptability

Education

Bachelor's degree

Tools

Salesforce

Litify

CRM software

Job description

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