Contact Center Manager: AI-Driven Ops Leader

Lawyers for Justice; 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

Job summary

Lawyers for Justice in Glendale seeks a Contact Center Manager to lead the intake team and ensure a superior client experience. You will optimize workflows, coach a large staff, and drive outbound strategies to improve conversions.

Reporting to Operations, you will implement best practices, use AI-driven tools, and collaborate with marketing to align lead referrals while managing high-volume, fast-paced operations.

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 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 and quality standards are 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.

Skills

Leadership

Process improvement

Communication

Data analysis

Customer service

AI tools comprehension

Pressure management

MS Office

Education

Bachelor's degree preferred

Tools

Salesforce

Litify

CRM platforms

Office software

Job description

Lawyers for Justice in Glendale seeks a Contact Center Manager to lead the intake team and ensure a superior client experience. You will optimize workflows, coach a large staff, and drive outbound strategies to improve conversions.

Reporting to Operations, you will implement best practices, use AI-driven tools, and collaborate with marketing to align lead referrals while managing high-volume, fast-paced operations.