Call Center Manager

We are looking for a highly motivated Call Center Manager to oversee the full client lifecycle, ensuring rigorous gathering of case requirements, timely communication, and outstanding customer satisfaction. This role involves managing a client service team, implementing retention strategies, and collaborating with various departments to deliver a seamless, high-quality experience for our clients.

RESPONSIBILITIES:

• Recruit, train, and manage a client service team to ensure efficient, high-quality client interactions.
• Develop and maintain processes to accurately and thoroughly collect case details, documentation, and any relevant information from new and existing clients.
• Proactively design and implement programs to maintain strong client relationships, address concerns, and minimize client attrition.
• Serve as the primary point of contact for clients, ensuring prompt and transparent updates regarding their cases.
• Work closely with intake, litigation, and marketing teams to streamline handoffs and maintain accurate data flow.
• Track and analyze key performance indicators (KPIs) to ensure team productivity, call quality, and patient satisfaction goals are met.
• Leverage CRM tools (Salesforce preferred) to document client interactions, organize case details, and generate performance reports.
• Supervise, motivate, and train call center agents to ensure they meet performance standards and provide exceptional service.

REQUIERIMENTS:

• Bachelor’s degree in Business, Management, or related field (or equivalent work experience).
• Minimum of 3+ years of experience in a client-facing or call center environment, with proven leadership responsibilities.
• Experience in the legal industry is a plus but not mandatory.
• Willing to work a 1:00PM-10:00PM schedule. On-site
• Complete fluency in English (verbal and written).
• Proficiency in CRM software (Salesforce preferred) for client and case tracking.
• Solid knowledge of MS Office (Word, Excel, PowerPoint) for daily administrative tasks and data analysis. Familiarity with VoIP phone systems is advantageous.
• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving abilities and attention to detail.
• Ability to thrive in a fast-paced environment while maintaining high service standards.

Job Type: Full-time

Work Location: In person