Call Center Operations Manager

Omega Law Group PC•West Hollywood, CA

6d•$90,000•Onsite

About The Position

Omega Law Group is a prestigious personal injury law firm serving California and Texas. We are committed to championing the rights of individuals who have suffered due to negligence or wrongful acts. Our dedicated team is known for delivering exceptional service and winning results for our clients. Through innovation, compassion, and expertise, we have gained a reputation as one of the leading law firms in personal injury. We are seeking an Call Center Manager that will lead a team of intake specialists who support clients seeking legal representation for cases such as Personal Injury Law, Employment Law, Elder Law, and others. Equipped with the ability to articulate the merits of our services. The Call Center Manager is essential managing a team of intake specialists who focus on client service and ensuring a positive experience for those seeking assistance. This role demands a candidate with a talent for leading a team, detailed information gathering and a persuasive communication style, capable of building trust and confidence in our firm’s capabilities.

Requirements

Prior experience managing or leading a client intake team in a legal or similar client-driven environment, strongly preferred
Hands-on experience conducting legal intakes and evaluating potential cases
Strong sales and client-relations background with the ability to communicate persuasively, confidently, and empathetically
Demonstrated leadership skills with the ability to motivate, coach, and hold team members accountable
Comfortable making independent, high-level decisions while maintaining alignment with firm guidelines

Nice To Haves

Proficiency in Spanish is desirable, with fluent Spanish speakers strongly encouraged to apply

Responsibilities

Lead, train, and manage the intake team to ensure consistent, high-quality client experiences and adherence to firm standards
Serve as a senior point of contact for potential clients by conducting intake interviews via phone, in person, and other communication channels, particularly for complex or high-value matters
Oversee and actively participate in the intake process, gathering detailed information regarding potential cases, including accident details, injuries, and relevant background information
Evaluate and screen potential cases for eligibility based on firm criteria and legal considerations, making higher-level judgment calls when needed
Provide guidance, coaching, and real-time support to intake specialists on client communication, issue-spotting, and case qualification
Communicate clearly and persuasively with potential clients, explaining the firm’s services, legal process, and next steps while building trust and rapport
Ensure accurate and timely entry of intake and case information into the firm’s case management system and maintain quality control across the team
Monitor intake performance metrics, follow-ups, and conversion rates, and identify opportunities for process improvement
Handle escalated client inquiries and conduct follow-ups with potential clients as needed to obtain additional information or resolve concerns
Collaborate with attorneys and firm leadership to align intake practices with firm goals and case strategy
Perform additional duties as assigned