Call Center Manager - Legal Intake Operations
Location: Carrollton, Texas | Onsite
COMPENSATION & SCHEDULE
* $90,000 - $110,000 annually, based on experience
* Full-time, standard business hours (with flexibility as needed)
* W2 employment
ROLE IMPACT
The Call Center Manager will lead and optimize client intake and call center operations within a fast-paced law firm environment. This role is responsible for managing high-volume inbound and outbound communication, improving intake workflows, and maximizing client conversion. Success in this role requires a hands-on leader who can drive performance, improve processes, and support a high-energy, call-driven team.
Key Responsibilities
* Oversee daily call center and legal intake operations, ensuring high call volume is handled efficiently
* Manage inbound and outbound dialer campaigns to support client intake and case acquisition
* Lead, coach, and develop call center staff to meet performance goals and quality standards
* Monitor and improve KPIs such as conversion rates, call handling time, response time, and client satisfaction
* Identify process gaps and implement workflow improvements to increase efficiency and scalability
* Step in as needed to support escalations and assist with high-volume call activity
* Partner with leadership to align operations with firm growth and case acquisition goals
Minimum Qualifications
* 5+ years of call center operations or customer service leadership experience
* Prior experience in a law firm call center or legal intake environment REQUIRED
* Experience managing high-volume inbound and outbound calls utilizing the Callshare system - REQUIRED
* Demonstrated ability to drive performance metrics and improve operational processes
Highly Preferred Experience
* Experience in Social Security Disability (SSD), personal injury, or similar legal practice areas
* Experience configuring or managing dialer campaigns (inbound/outbound)
* Familiarity with legal intake workflows and client conversion processes
Core Tools & Systems
* CRM platforms (Customer Relationship Management systems)
* Call center systems (ACD, dialers, call monitoring tools)
* Workforce management and reporting tools
* Microsoft Office Suite, including Excel for reporting and analysis
Preferred Skills
* Strong leadership and team development experience
* Ability to work in a fast-paced, high-volume environment
* Experience working with remote or offshore teams is a plus