Call Center Supervisor - Law Firm

MLG•Fort Lauderdale, FL

20h•Onsite

About The Position

Mayersohn Law Group, P.A. is expanding its client intake and call center operations and is hiring a Call Center Manager to lead a high-volume, phone-driven team responsible for converting inbound inquiries into qualified consultations and engaged clients. This position is ideal for a call center leader who loves building systems, coaching people, and using data to drive better outcomes. The Call Center Manager oversees a fully remote team of Intake and Inside Sales professionals supporting a fast-moving litigation practice. You will be responsible for the full lifecycle of incoming and outbound calls: from initial inquiry, to consultation scheduling, to signed engagement, with a focus on call quality, responsiveness, and conversion. You will design and reinforce workflows, establish clear expectations, and ensure that every caller receives a professional, timely, and consistent experience. This is a growth-oriented role for someone who wants to refine processes, elevate team performance, and have a direct impact on firm revenue and client satisfaction.

Requirements

3+ years of experience in a professional services environment with a strong focus on phone-based sales, call center, or inside sales leadership.
3+ years of supervisory or team lead experience overseeing front-line staff.
Proficiency with CRM platforms and spreadsheet tools such as Google Sheets; experience with systems like Clio or GoHighLevel is a plus but not required.
Exceptional communication, organization, and leadership skills.
Demonstrated traits of top call center/sales leaders: disciplined execution, persistence, accountability, strong financial motivation, and comfort holding firm, candid conversations with staff.

Nice To Haves

Experience within a law firm or legal services environment.
Spanish bilingual skills helpful but not required.

Responsibilities

Direct day-to-day operations of the Intake and Call Center team, including scheduling, coverage, and performance.
Provide ongoing coaching, skill development, and structured performance check-ins.
Set and enforce clear standards for call handling, productivity, and professionalism.
Build scalable call center workflows that support a high-volume legal practice and a positive client experience.
Monitor and review intake and call center activities, including calls, consultations, CRM entries, reports, and documentation for accuracy and timeliness.
Ensure emailed leads and online inquiries receive prompt responses and appropriate follow-up.
Enforce scripts, call handling protocols, and compliance procedures; audit missed calls, dropped calls, and follow-up execution.
Partner with an AI Automations Specialist to complete weekly call grading, quality reviews, and mystery shopper style call evaluations.
Collaborate with the Marketing Coordinator to use AI tools and call analytics to identify trends, performance gaps, and training needs.
Track and interpret key call center metrics, including lead volume, appointment set rate, consultation show rate, conversion to retained clients, and case value trends.
Provide leadership with insight into lead quality, source effectiveness, and pipeline movement across the intake funnel.
Conduct regular role-plays and call simulations with team members to strengthen objection handling, closing skills, and consistency across the team.
Coordinate closely with attorneys and firm leadership to ensure smooth handoffs between Intake, Call Center, and Legal teams.
Participate in planning discussions related to marketing campaigns, intake capacity, and call handling strategy to ensure alignment with firm goals.