Call Center Manager

Job Description

About Strategic Legal Practices

Strategic Legal Practices in one of the largest litigation firms within California, representing clients in a range of consumer protection and civil litigation matters. Our Firm measures our success by how well our clients do. We are armed with a group of experienced attorneys, led by one of the most successful Lemon Law and Consumer Fraud litigators in California. The best predictor of performance is our record of achievement. We are proud to have successfully helped thousands of clients in their pursuit against car manufacturers. Our success rate is unmatched by any other Firm. The firm is based in Los Angeles and practices throughout the state of California.

Call Center Manager

Strategic Legal Practices is a rapidly growing law firm seeking a dedicated and results-driven Call Center Manager to oversee daily operations and support a team of customer service professionals. This role is an exciting opportunity to contribute to the firm’s expansion while ensuring a high level of client service and team performance.

We are looking for a motivated leader with strong sales training and coaching abilities who thrives in a fast-paced environment. If you have experience in call center operations and a passion for developing high-performing teams, we encourage you to apply.

Our Commitment to You

Strategic Legal Practices provides an opportunity for candidates who want to be a part of a company who employs tireless over-achievers. We embrace the rigors of problem solving. We are smart and intuitive. We are a culture of team members who strive to exceed expectations. We value leadership and innovation. We are invested in our team member’s growth, and we are focused on making this the best place to work. If this sounds like somewhere you would like to work AND you can identify with who we are, and how we operate, we are eagerly waiting to discuss your candidacy.

Responsibilities include, but are not limited to:

Leadership and Team Management:

• 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.
  
  

Client Experience and Sales:

• 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.
  
  

Training and Development:

• Train new and existing staff on customer service, sales techniques, and systems.
• Create and maintain training materials, including manuals and online resources.
• Work alongside SLP’s Corporate Trainer to develop effective training content.
  
  

Operations and Performance Management:

• 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.
  
  

Collaboration and Communication:

• 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.
  
  

Qualifications:

Required:

• Bachelor’s degree in Business, Communications, or a related field.
• 3 years of experience in a call center supervisory or management role.
• Demonstrated ability to lead, motivate, and develop high-performing teams.
• Exceptional communication, interpersonal, and presentation skills.
• Strong sales training and coaching skills, with a proven ability to drive sales results.
• Proficient in Microsoft Office Suite and call center technologies.
• Experience in a fast-growing business environment.
• Ability to multitask on numerous assignments and deadlines simultaneously.
• Ability to prioritize assignments and meet firm deadlines; pay close attention to detail and maintain accuracy.
• Ability to use time efficiently with minimal supervision.
• Ability to perform in a fast-paced, demanding, and ever-changing environment, while successfully adapting to changing priorities and work demands.
• Strict confidentiality relating to employee matters.
• Willingness to undertake other duties as reasonably requested.
  
  

Preferred:

• Experience with Salesforce CRM or other CRM systems.
• Strong problem-solving and strategic-thinking abilities
• Project management skills and experience
  
  

Company Description

At Strategic Legal Practices, we put people first—our lawyers, legal professionals, and clients. We empower our lawyers and legal professionals with the knowledge, mentorship, and resources they need, and we encourage everyone to pursue a path that allows them to feel fulfilled. If you stay at Strategic Legal Practices, your career will grow, and you will have the opportunities you desire.

At Strategic Legal Practices, we put people first—our lawyers, legal professionals, and clients. We empower our lawyers and legal professionals with the knowledge, mentorship, and resources they need, and we encourage everyone to pursue a path that allows them to feel fulfilled. If you stay at Strategic Legal Practices, your career will grow, and you will have the opportunities you desire.