Call Center Manager/Intake Manager

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Job Title: Call Center Manager/Intake Manager

Work Remotely?: Yes
Company: Sasooness Law Group
Work Schedule: Part time: 40 hrs/week PST hrs.
Work Duration: Full-time
Rate: $5-6/hr

Are you an experienced call center professional with a passion for the law? Do you possess excellent leadership and communication skills? We are seeking a highly motivated and skilled individual to join our team as a Call Center Manager in the law field. As a Call Center Manager, you will play a crucial role in ensuring smooth operations, providing exceptional customer service to clients within the legal industry.

Key Responsibilities:
Oversee the daily operations of the intake department, including managing a team of Intake Specialists
Develop and implement effective strategies and procedures to optimize efficiency and productivity.
Monitor performance metrics and call handlings
Train and coach Intake Specialists on best practices, including effective communication, Sales Strategies and customer service techniques.
Collaborate with CEO and Intake Admin to ensure seamless communication and coordination.
Support the HR department with tasks related to employee onboarding, benefits administration, and maintaining personnel records
Generate reports on performance and present findings to senior management.

Qualifications:
Proven experience in a Management role, preferably in a call center or legal services environment.
Knowledgeable in Google Suite, especially Google Sheet
Familiarity with legal terminology and procedures is a plus.
Experience working in a Legal Firm is a Plus (Pesonal Injury/Workers Compensation)
Strong knowledge of center operations and best practices, including call routing, quality assurance, and workforce management.
Excellent leadership and interpersonal skills with the ability to motivate and inspire a team.
Exceptional communication skills, both verbal and written, with a professional and courteous phone manner.
Ability to handle challenging customer interactions and resolve conflicts effectively.
Proficiency in using call center software and customer relationship management (CRM) systems.
Ability to maintain professionalism, confidentiality, and attention to detail