Call Center Supervisor
$80k - $100kDirectedLINK LLC
Job Description
Job Description
Title: Call Center Supervisor (Night Shift)
Employment Type: Full-time
Compensation Range: $80,000 - $100,000 annually
Location: Los Angeles, CA
Work Schedule: Onsite, Night Shift
Industry: Legal Services
Company Overview
This organization is a high-volume legal services provider supporting personal injury and employment-related matters through a centralized intake operation. The firm relies on structured call center processes, sales discipline, and client engagement excellence to drive case acquisition and service quality.
Position Summary
The Call Center Supervisor leads a night-shift intake team responsible for engaging potential clients and supporting case sign-ups. This role manages staffing, call quality, training, and performance while ensuring consistent client experience and operational coverage during extended hours.
Key Responsibilities
- Lead and supervise a team of more than fifteen intake representatives
- Create and manage work schedules to ensure adequate night and weekend coverage
- Audit and monitor intake calls for quality, compliance, and conversion effectiveness
- Assist intake representatives with client sign-ups as needed
- Lead onboarding and training for new intake hires
- Support client referral processes and intake procedures
- Foster a positive, team-oriented onsite work environment
- Work evenings, nights, weekends, and holidays as required
Required Qualifications
- Ability to work evenings, nights, weekends, and holidays
- Prior management or supervisory experience
- Experience working in a call center environment
- Bachelor’s degree in a relevant field
- Experience managing or coaching entry-level workforce populations
- Sales experience or sales-driven operational exposure
- Strong communication and professional presence
Preferred Qualifications
- Call center management experience
- Experience working in a legal services environment
- Familiarity with Salesforce or legal CRM platforms
- Bilingual language proficiency
Vacancy posted a month ago
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