Contact Center Manager - Lead a High-Impact Team & CX

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)

Discretionary bonus

Job summary

Lawyers for Justice, P.C.® in Glendale, CA seeks a seasoned Contact Center Manager to lead the intake team and drive efficiency, client experience, and performance. You will coach a large staff, optimize outbound strategies, implement AI tools, and partner with leadership to align operations with firm goals.

A strong background in customer service supervision, CRM platforms, and process improvement is required.

Qualifications

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

Skills

Leadership

Process improvement

Interpersonal skills

Data analysis

Customer service

Fast-paced environment

AI tools

Composure under pressure

MS Office

Education

Bachelor's degree

Tools

Salesforce

Litify

CRM tools

Job description

Lawyers for Justice, P.C.® in Glendale, CA seeks a seasoned Contact Center Manager to lead the intake team and drive efficiency, client experience, and performance. You will coach a large staff, optimize outbound strategies, implement AI tools, and partner with leadership to align operations with firm goals.

A strong background in customer service supervision, CRM platforms, and process improvement is required.