Contact Center Manager

Lawyers for Justice•Glendale, CA

12h

About The Position

The Contact Center Manager oversees the day-to-day operations of the firm's intake team, ensuring efficiency, quality, and an exceptional client experience at every touchpoint. The role leads a large team of intake specialists and drives process improvement, optimizes outbound call strategies, and develops team performance. The manager works closely with Firm leadership to evaluate current workflows, implement best practices, and elevate overall contact center performance.

Requirements

Proven leadership ability with experience managing and motivating large teams.
Strong process improvement mindset and ability to evaluate, redesign, and implement workflows.
Excellent written and verbal interpersonal and communication skills.
Ability to analyze performance data and translate insights into actionable strategies.
Strong customer service orientation and ability to model professionalism and empathy.
Ability to thrive in a fast-paced, high-volume environment while managing multiple priorities.
Ability to quickly learn, adopt, and leverage new platforms, AI tools, and systems to support evolving business needs.
Ability to maintain composure and lead effectively under pressure.
Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel, and other relevant applications.
Minimum 3–5 years of experience in a customer service supervisory role.

Nice To Haves

Bachelor's degree preferred.
Knowledge of Employment Law, Personal Injury, and/or Workers Compensation.
Salesforce/Litify software experience.
Experience with CRM platforms and reporting tools.

Responsibilities

Supervise, coach, and mentor a large team of intake specialists to ensure performance goals and quality standards are consistently met.
Monitor outbound call activity to evaluate quality, efficiency, and client experience.
Identify opportunities for process improvement and implement strategies to enhance team productivity and time efficiency.
Develop and refine outbound call strategies to maximize client conversion and engagement.
Conduct regular performance evaluations, provide constructive feedback, and facilitate ongoing training and development.
Track and analyze key performance metrics to assess team effectiveness and identify areas for growth.
Collaborate with the Firm’s leadership team to align contact center operations with overall Firm objectives.
Leverage technology and software platforms, including 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.
Handle escalated client concerns with professionalism, empathy, and efficiency.
Perform other related duties as assigned.