Intake Director

The Mike Morse Law Firm is Michigan's largest plaintiff personal injury law firm. We are a team of expert legal professionals, tireless researchers, and the best client service staff in the industry. Our firm's goal is to provide the best and most engaged representation in Michigan. We are searching for a strong and dynamic sales leader to direct the primary client acquisition and customer service unit of the firm, our Intake Department.

THE POSITION

The Contact Center Manager is responsible for managing the staff, technology, and performance of the Intake Department in our Southfield, Michigan headquarters. This role is a key member of the senior leadership team and requires a strategic operator that is also willing and able to roll-up his/her sleeves when needed to ensure a high-level of execution. You will be accountable for all aspects of day-to-day management of the intake staff and meeting sales and operational expectations. You will be directly responsible ensuring that your team members reports are properly managed, developed, and aligned to effectively support the operation. This is a great position for a motivated, hard-working, adventurous person that wants to build a career with a superior legal organization. As the Contact Center Manager, you will:

• Be a master of inbound and outbound call strategies and techniques
• Provide direct management to a 24/7 hybrid team, ensuring that all inbound calls are handled properly at all times
• Be highly skilled in sales-focused customer relations, with an ability to efficiently and empathetically qualify and close leads
• Demonstrate the ability to problem solve on the spot and see the "big picture" to drive continuous improvement in our call center
• Monitor the performance of contact center intake specialists to ensure their top performance
• Effectively coach and train staff including role playing and listening to recorded calls
• Evaluate performance using key metrics
• Maintain daily, weekly, and monthly service statistics (costs, call volume, closings, etc.)
• Have strong analytical skills to identify trends for designing and implementing successful sales strategies

THE IDEAL CANDIDATE

We have incredibly high standards, and we hire only the best! Our firm has built their reputation on providing impeccable service, and we expect that you will, too. To succeed in this role, you must:

• Possess strong people skills and the ability to motivate others
• Have a high degree of cultural awareness and sensitivity, with experience working in a multi-cultural environment
• Be able to prepare accurate and error-free documents in a timely manner
• Have solid time management skills with the ability to balance multiple priorities in a rapidly changing environment
• Have at least 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, IVRs, etc.)
• Maintain strong knowledge of Microsoft Office (Word, Outlook, Excel, etc.) and the ability to quickly learn a variety of industry-specific applications.

THE BENEFITTS

We offer lucrative compensation and benefit packages, such as medical, dental-, optical-, short- and long-term disability, life insurance, accidental death & dismemberment insurance, paid time off (PTO), and a 401(k) plan.

When you join the Mike Morse Law Firm, you are joining a team of passionate people who are fun to work with and care about what they do. The culture is one with values that is dedicated to helping clients live really well and its team of employees, making this an amazing place to work. Employees come to work not only with their talent(s), but also their hearts. We are proud to have been named one of the Detroit Free Press' top places to work for several years.