What are the responsibilities and job description for the Call Center Manager position at Michael J Morse, P?
Why Mike Morse Law Firm?
At Mike Morse Law Firm, you'll find more than just a job—you'll find a purpose. With our proven track record of success and commitment to innovation, we offer a stable and future-proof environment. As a Call Center Manager, you'll lead a supportive team that feels like family, driving excellence in service delivery. You'll have opportunities for professional growth and development, while making a meaningful impact through your work. Join us and be part of something extraordinary.
Your Role in Our Team of Excellence:
- Oversee daily operations of the call center to ensure efficient and effective service delivery.
- Manage and mentor call center staff, providing training and development opportunities.
- Monitor call center performance metrics and implement strategies for improvement.
- Handle escalated customer issues and ensure timely resolution.
- Develop and maintain call center policies and procedures.
- Coordinate with other departments to ensure seamless client service.
- Prepare regular reports on call center activities and performance.
- Ensure compliance with legal and regulatory requirements.
- Other duties as assigned.
What You Bring to the Table:
- 5 years of sales focused call center experience with at least 1 year of leadership experience.
- Possess an “administrator” level of experience with current call center technology (VOIP, ACD, IVR’s, etc.)
- Possess strong people skills and the ability to motivate others.
