Job Description
Job DescriptionContact Center Manager Position Overview
A growing national plaintiffs-side law firm is seeking an experienced Contact Center Manager to lead its intake operations.
The Contact Center Manager will oversee the intake team, providing strategic direction and hands-on leadership to ensure efficient operations, strong team performance, and a positive experience for prospective clients. This individual will be responsible for developing and coaching a large team of intake specialists, optimizing outbound calling strategies, improving lead conversion processes, and implementing operational efficiencies to support the firm's continued growth.
The ideal candidate brings a strong background in contact center leadership, team development, performance management, and process improvement, preferably within a legal or other high-volume client intake environment.
Key Responsibilities
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Lead, supervise, coach, and mentor a large team of intake specialists to ensure performance objectives and quality standards are consistently achieved.
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Monitor outbound call activity to assess productivity, communication quality, and overall customer experience.
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Identify operational inefficiencies and implement process improvements to increase productivity and streamline workflows.
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Develop and refine outbound calling strategies to maximize lead engagement, conversion rates, and client acquisition.
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Conduct regular performance evaluations, provide constructive feedback, and oversee ongoing training and professional development.
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Track, analyze, and report on key performance indicators (KPIs) to measure team effectiveness and identify opportunities for improvement.
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Collaborate with senior leadership to align contact center operations with broader organizational goals.
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Evaluate and implement technology solutions, CRM platforms, and AI-driven tools to improve workflows and enhance team performance.
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Partner with marketing and business development teams to streamline lead referral processes and improve lead management.
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Address escalated customer concerns with professionalism, empathy, and efficiency.
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Perform additional duties as needed.
Required Skills & Abilities
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Demonstrated leadership experience managing, developing, and motivating large teams.
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Strong process improvement mindset with the ability to assess, redesign, and implement operational workflows.
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Excellent written, verbal, interpersonal, and communication skills.
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Strong analytical skills with the ability to interpret performance data and translate findings into actionable strategies.
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Customer-focused approach with the ability to model professionalism, empathy, and accountability.
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Ability to thrive in a fast-paced, high-volume environment while managing competing priorities.
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Ability to quickly learn and implement new technology platforms, AI tools, and operational systems.
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Ability to remain composed and lead effectively in high-pressure situations.
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Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel.
Qualifications
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Bachelor's degree preferred.
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3–5 years of supervisory experience in customer service, contact center operations, or a related field required.
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Experience in the legal industry, particularly employment law, personal injury, or workers' compensation, is a plus.
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Experience with Salesforce, Litify, or similar legal case management platforms is highly desirable.
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Familiarity with CRM systems, contact center technology, and performance reporting tools preferred.
Compensation & Benefits
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Health insurance
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Dental insurance
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Vision insurance
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Paid time off
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401(k) retirement plan
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Potential eligibility for performance-based discretionary bonuses and merit increases