Ability to maintain composure and lead effectively under pressure; Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and other relevant applications. The Contact Center Manager will work closely with the Firm’s leadership. to evaluate current workflows, implement best practices, and elevate the overall.
Numbers & Facts
Location
Glendale, California
Salary
$90,000–$115,000 Per Year
Description
Description
The Contact Center Manager will oversee the day-to-day operations of the firm's intake team, ensuring efficiency, quality, and an exceptional client experience at every touchpoint. This individual will play a critical leadership role in driving process improvement, optimizing outbound call strategies, and developing a large team of intake specialists. The Contact Center Manager will work closely with the Firm’s leadership to evaluate current workflows, implement best practices, and elevate the overall performance of the contact center.
Key Responsibilities
Supervising, coaching, and mentoring a large team of intake specialists to ensure performance goals and quality standards are consistently met
Monitoring outbound call activity to evaluate quality, efficiency, and client experience
Identifying opportunities for process improvement and implementing strategies to enhance team productivity and time efficiency
Developing and refining outbound call strategies to maximize client conversion and engagement
Conducting regular performance evaluations, providing constructive feedback, and facilitating ongoing training and development
Tracking and analyzing key performance metrics to assess team effectiveness and identify areas for growth
Collaborating with the Firm’s leadership team to align contact center operations with overall Firm objectives
Leveraging technology and software platforms and incorporating 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
Handling escalated client concerns with professionalism, empathy, and efficiency;
Performing other related duties as assigned
Required Skills/Abilities
Proven leadership ability with experience managing and motivating large teams
Strong process improvement mindset with the ability to evaluate, redesign, and implement workflows
Excellent interpersonal and communication skills, both written and verbal
Ability to analyze performance data and translate insights into actionable strategies
Strong customer service orientation with the ability to model professionalism and empathy
Ability to thrive in a fast-paced, high-volume environment while managing multiple priorities
Proven 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 (Outlook, Word, Excel) and other relevant applications
Qualifications
Bachelor's degree preferred
Minimum 3–5 years of customer service supervisory role required
Knowledge of Employment Law, Personal Injury, and/or Workers Compensation a plus
Salesforce/Litify software experience is a major plus
Experience with CRM platforms, and reporting tools preferred
Benefits
Health insurance
Vision insurance
Dental insurance
Paid time off
401(k)
Opportunity for Performance Based Discretionary Bonus & Merit Increases