Contact Center Manager

At Farah & Farah, we take pride in being the go-to personal injury law firm throughout Florida and Georgia. Our foundation is built on honesty, hard work, and a wealth of experience that our clients can always rely on.

We're looking for an Contact Center Manager who is a proactive, driven, and adaptable leader with the ability to guide a high-performing, high-volume team through changing priorities and growth. This person will combine strong operational oversight with a people-first leadership style. Someone who will build structure, accountability, and momentum while ensuring team members feel supported, motivated, and empowered to succeed.

The ideal candidate is:

• Positive and energetic with an outgoing personality.
• A natural people leader who enjoys motivating and developing others.
• Comfortable leading in a fast-paced, high-volume environment.
• Confident making decisions, solving problems, and holding teams accountable.
• Passionate about delivering an exceptional client experience.
• Highly organized and able to balance multiple priorities.
• A strong communicator who can connect with employees at all levels.

Key Responsibilities:

• Own the day-today operations and overall performance of the Contact Center.
• Lead, manage, coach, and motivate Intake team members.
• Establish clear expectations, performance standards, goals, and accountability measures.
• Analyze, track, and report on key department metrics and KPIs, using data to identify trends, measure performance, and drive continuous improvement.
• Partner closely with Human Resources to identify hiring needs, develop recruitment strategies, participate in interviews, and help select candidates who align with the department's goals and culture.
• Build and maintain a culture of urgency, accountability, positivity, professionalism, teamwork, and exceptional client service.
• Inspire team members to perform at their best while recognizing achievements and creating opportunities for growth.
• Serve as the primary point of contact for intake-related issues and client concerns.
• Ensure all staff strictly adhere to privacy laws, HIPAA regulations, security protocols, and legal ethics rules regarding non-attorney legal advice.
• Build strong relationships across departments, including Attorneys, Management, and Staff to ensure effective outcomes.
• Assist with special projects and additional duties as assigned.

Minimum Qualifications:

• 5+ years of management experience in a contact/call center, intake department, or law firm.
• Demonstrated experience managing a large-scale team of 85+ employees, or comparable high-volume operations.
• Proven experience developing, implementing, and maintaining standard operating procedures, policies, workflows, and quality-control procedures.
• Strong understanding of legal intake, client screening, lead qualification, and compliance-sensitive communications.
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate metrics into actionable business decisions.
• Ability to manage competing priorities in a high-volume, fast-paced environment.
• Experience implementing process improvements and managing organizational change.
• Proficiency with CRM, call-center, reporting, and workforce management technologies.

Benefits We Offer:

• 401(k) with matching contributions
• Comprehensive health, dental, and vision insurance
• Life insurance and short-term disability coverage
• Paid time off and an employee assistance program
• Health savings account
• Referral program

Schedule:

• Full-time
• Monday - Friday, with flexibility after hours
• Onsite in a professional office setting

Equal Opportunity Statement: Farah & Farah provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

E-Verify: This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.