What are the responsibilities and job description for the Call Center Manager (Supervising Role) position at Adams & Martin Group?
Large reputable plaintiff litigation firm in Century City is seeking a call center manager that is a supervising position on-site (M-F). They are seeking the right candidate that can collaborate and have good communication skills. Please review the requirements and apply!
Responsible for performing these duties :
- Directly supervise a team of call center supervisors and representatives.
- Provide coaching, feedback, and training to enhance team performance.
- Foster a collaborative and high-energy work environment.
- Conduct regular team meetings to review performance metrics and address challenges.
- Identify and develop high-potential employees for future leadership roles.
- Work closely with the Client Experience team to ensure a seamless client journey.
- Assist in implementing sales training programs to improve conversions and retention.
- Monitor call quality and provide feedback to enhance customer interactions.
- Analyze key performance indicators (KPIs) to identify improvement areas.
- Ensure daily call center operations run efficiently and meet performance goals.
- Track call volume, service levels, and resolution rates to optimize productivity.
- Implement strategies to improve response times and customer satisfaction.
- Manage competing priorities while ensuring all tasks are completed on schedule.
- Work cross-functionally with other departments to align business goals.
- Communicate expectations, feedback, and performance updates to the team.
- Prepare and present performance reports to senior management.
Top Requirements
Location : Century City
Compensation : $90K-$110K DOE
Parking : Covered
Schedule : on-site (M-F) 9 : 00AM-5 : 30PM.
Benefits : Excellent competative benefits!
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
Salary : $90,000 - $110,000
