Call Center Supervisor (Irvine)

Wilshire Law Firm•Irvine, CA

13d•$120,000 - $150,000•Onsite

About The Position

Call Center Supervisor Wilshire Law Firm is a distinguished, award-winning legal practice with over 18 years of experience, specializing in Personal Injury, Employee Rights, and Consumer Class Action lawsuits. We are dedicated to upholding the highest standards of Excellence and Justice and are united in our commitment to achieve the best outcome for our clients. You will work side by side on a team of dynamic, collaborative, and client-focused professionals who are committed to delivering on our founding core values: Excellence, Teamwork, and Integrity. The Opportunity As our Manager in our Intakes department, you will have the opportunity to help lead a team of intake representatives on the front lines of engaging and signing clients in the areas of wrongful death, TBI, catastrophic injury, workplace retaliation and harassment, unpaid wages, and wrongful termination.

Requirements

Must be bilingual in English and Spanish.
Minimum 5 years of call center management experience is required.

Nice To Haves

Bachelor's degree in relevant field preferred.
Experience working with entry-level workforce.
Experience working in sales.
Experience working in a law firm setting, preferably in personal injury or employment is a plus.
Experience working with Salesforce or legal CRM a plus.

Responsibilities

Coach call center staff through challenging customer service and/or sales issues.
Audit and monitor intake representative calls with potential clients.
Analyze call center data and prepare reports for upper management.
Develop monthly, quarterly, and annual call center goals and action plans.
Evaluate staff effectiveness and performance annually or on an at-need basis.
Bring a team-oriented and positive attitude to our Irvine Office.
Ability to work weekends and holidays.