Call Center Operations Manager

Description Position Overview: Personal Injury Law, Employment Law, Elder Law, and others. Equipped with the ability to articulate the merits of our services. The Call Center Manager is essential managing a team of intake specialists who focus on client service and ensuring a positive experience for those seeking assistance. This role demands a candidate with a talent for leading a team, detailed information gathering and a persuasive communication style, capable of building trust and confidence in our firm’s capabilities. Responsibilities: Lead, train, and manage the intake team to ensure consistent, high-quality client experiences and adherence to firm standards Serve as a senior point of contact for potential clients by conducting intake interviews via phone, in person, and other communication channels, particularly for complex or high-value matters Oversee and actively participate in the intake process, gathering detailed information regarding potential cases, including accident details, injuries, and relevant background information Evaluate and screen potential cases for eligibility based on firm criteria and legal considerations, making higher-level judgment calls when needed Provide guidance, coaching, and real-time support to intake specialists on client communication, issue-spotting, and case qualification Communicate clearly and persuasively with potential clients, explaining the firm’s services, legal process, and next steps while building trust and rapport Ensure accurate and timely entry of intake and case information into the firm’s case management system and maintain quality control across the team Monitor intake performance metrics, follow-ups, and conversion rates, and identify opportunities for process improvement Handle escalated client inquiries and conduct follow-ups with potential clients as needed to obtain additional information or resolve concerns Collaborate with attorneys and firm leadership to align intake practices with firm goals and case strategy Perform additional duties as assigned *Location: This role is located at our West Hollywood office and requires physical presence on-site. Qualifications: Prior experience managing or leading a client intake team in a legal or similar client-driven environment, strongly preferred Hands-on experience conducting legal intakes and evaluating potential cases Strong sales and client-relations background with the ability to communicate persuasively, confidently, and empathetically Demonstrated leadership skills with the ability to motivate, coach, and hold team members accountable Comfortable making independent, high-level decisions while maintaining alignment with firm guidelines Proficiency in Spanish is desirable, with fluent Spanish speakers strongly encouraged to apply Compensation: Salary $90,000+ Depending on Experience Comprehensive Benefits Package: Retirement Savings: 401(k) plan available Career Development: Opportunities for professional growth and advancement Comprehensive Insurance Coverage: Health Insurance Dental Insurance Vision Insurance Flexible Spending Account Life Insurance Paid Time Off Free onsite parking We are an equal opportunity employer and offer competitive compensation and benefits, and opportunities for growth. #J-18808-Ljbffr