Call Center Manager

Why Levin & NalbandyanLevin & Nalbandyan, LLP is a distinguished Los Angeles law firm redefining excellence in trial advocacy. We pride ourselves on delivering outstanding legal services while fostering a collaborative and inclusive workplace. As a forward-thinking firm, we prioritize data-driven strategies and client-focused solutions.Our mission is clear: to provide exceptional legal representation and secure justice for those in need. Alongside our dedication to continuous improvement, we offer career growth opportunities and comprehensive training to support the success of our team members.Position OverviewWe are seeking a dedicated and dynamic Intake Department Manager/Call Center Manager to oversee the daily operations of our intake department. This role involves managing a team of bilingual (Spanish-speaking) call center agents, ensuring that potential client leads are effectively qualified and transitioned into the legal process. The ideal candidate will excel at fostering a culture of excellence in client service and team performance.ResponsibilitiesCall Center Leadership:Establish and maintain a strong culture of sales and service excellence within the intake team.Manage daily intake operations, ensuring smooth workflows and adherence to performance targets.Create and refine call scripts, workflows, and processes to maximize client engagement and lead conversions.Set, track, and evaluate Key Performance Indicators (KPIs) such as call answer rates, response times, qualification and retention rates, and client satisfaction.Partner with senior management to align department goals with broader organizational objectives.Team Development and Supervision:Provide training, coaching, and mentorship to call center team members to ensure outstanding client service.Assess employee performance, identify growth opportunities, and implement individualized coaching plans.Lead the team to meet and exceed established objectives, delivering consistent feedback and guidance.Host regular team meetings to communicate expectations, provide updates, and celebrate achievements.Handle escalated client concerns with professionalism and efficiency.Operational Excellence:Develop and implement streamlined systems, workflows, and procedures to enhance efficiency and service quality.Conduct routine quality assurance checks to ensure compliance with legal standards and internal policies.Collaborate with Technology, Marketing, and Operations teams to enhance call center tools and processes.Analyze and present performance data, offering actionable recommendations to improve outcomes.Client-Centric Approach:Cultivate a client-focused environment by addressing escalated issues promptly and maintaining high satisfaction levels.Support the team in providing empathetic, professional assistance to prospective clients during challenging situations.Qualifications:A minimum of 5 years in a leadership role, with at least 2 years managing teams in a call center or customer service environment.Experience in the legal industry, particularly in personal injury, employment law, or workers' compensation, is strongly preferred.Excellent communication and interpersonal skills, with the ability to connect with clients in difficult circumstances.Proven ability to juggle multiple responsibilities, balancing operational needs with client interactions.Proficiency in CRM systems and call center software; familiarity with legal practice management tools is a bonus.Fluency in Spanish is highly desirable.Why You'll Love Working HereAt Levin & Nalbandyan, we offer:Opportunities to shape and grow the intake department with your expertise.Generous paid time off to help you maintain a healthy work-life balance.Comprehensive benefits, including mentoring programs and hands-on training.Our workplace provides:Modern, fully equipped office spaces.Complimentary snacks and refreshments.Professional growth and development opportunities.A casual dress code and welcoming, inclusive culture.Performance-based incentives and flexible scheduling.Engaging monthly events and activities.Compensation and Benefits:Salary: $80,000 annually.Language: Spanish (Preferred).Work Location: In-person.Benefits:401(k) with 4% matching.Comprehensive dental, vision, and health insurance.Life insurance coverage.Internet reimbursement.Paid time off.Apply TodayIf you are passionate about leading teams, delivering exceptional client service, and contributing to a mission-driven legal practice, we encourage you to apply and join our team in making a difference.

Created: 2025-01-26