Process Improvement & Call Center Manager
Location Carrollton, Texas | Onsite
COMPENSATION & SCHEDULE
* $75,000+ annually, based on experience
* Full-time, standard business hours (with flexibility as needed)
* W2 employment
ROLE IMPACT
The Process Improvement & Call Center Manager drives operational excellence across the firm's client intake and call center functions. This role ensures high-quality client interactions, streamlined workflows, and measurable performance improvements that directly impact client satisfaction and case acquisition. Success is defined by improved response times, optimized processes, increased conversion rates, and a high-performing, accountable team culture.
Key Responsibilities
* Lead and manage daily call center and client intake operations, ensuring service levels, quality standards, and performance metrics are consistently met
* Design, implement, and optimize workflows, standard operating procedures (SOPs), and performance dashboards to improve efficiency and scalability
* Analyze KPIs (conversion rates, call handling time, abandonment rate, client satisfaction) and implement data-driven improvements
* Coach, develop, and performance-manage supervisors and agents to drive accountability and continuous improvement
* Partner with leadership to align operational strategy with firm growth goals
Minimum Qualifications
* 5+ years of experience in call center operations or customer service leadership
* 3+ years of experience leading process improvement initiatives (Lean, Six Sigma, or similar methodologies preferred)
* Proven track record of managing teams, improving KPIs, and scaling operational processes
Core Tools & Systems
* CRM platforms (Customer Relationship Management systems)
* Call center software (automatic call distribution, dialers, call monitoring tools)
* Workforce management and reporting tools
* Microsoft Office Suite, including advanced Excel for reporting and analysis
* Performance dashboard and analytics platforms
Preferred Skills
* Experience in a professional services environment (law firm experience not required)
* Certification in Lean, Six Sigma, or other process improvement methodologies
* Strong change management and cross-functional collaboration skills
Legal Notice
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