Full-Time Call Center Manager

The Ward Law Group is currently hiring a Call Center Manager to lead and support the Client Support Department.

This position requires a strong background in team leadership, customer service, and performance management.

The Call Center Manager is responsible for leading and mentoring the Client Support team, providing ongoing guidance and fostering a collaborative, innovative work environment. This role involves setting clear goals, monitoring team performance, and delivering consistent feedback to ensure both individual and departmental success.

Responsibilities

1. Lead and mentor a team of Client Support Representatives and Quality Analysts in a collaborative, performance-driven environment.
2. Oversee all inbound call handling via a multi-line phone system, ensuring prompt, accurate, and professional responses.
3. Analyze call volume data daily to maintain appropriate staffing levels.
4. Proactively adjust schedules and support recruitment efforts to reduce overflow calls (goal: fewer than 10 per day).
5. Ensure QA team conducts consistent reviews and delivers coaching during weekly sessions.
6. Monitor team KPIs, deliver feedback, and implement performance improvement plans.
7. Prepare and present monthly, quarterly, and annual performance reports.
8. Maintain and revise Standard Operating Procedures (SOPs) and training materials.
9. Collaborate with HR on hiring, onboarding, and offboarding.
10. Submit Monthly VA Hours to HR and conduct formal employee evaluations.
11. Attend additional in-person corporate trainings when scheduled (with 30-day advance notice), including some weekends.

Requirements

• Fluent in English and Spanish.
• Computer (Desktop or Laptop) Core i5 or above, minimum 12 GB of RAM; Windows 10 installed.
• Internet speed: 35Mbps Download and 15Mbps Upload.
• USB noise-canceling headsets.
• Webcam for daily meetings and huddles.
• Consistently on time and reliable.
• Strong written and verbal communication skills.
• Proficiency in using computers and relevant software.
• Ability to prioritize tasks effectively, multitasking, and time-management skills.
• Strong phone contact handling and active listening abilities.
• Passion for delivering exceptional customer service.
• Ability to handle customer complaints and provide appropriate solutions.
• Adaptability to a fast-paced and changing work environment.
• Keen eye for detail to ensure accuracy.

Benefits

• Health benefits
• Pretax health care and dependent care savings accounts
• Life insurance
• Paid time off and holidays
• 5% match on 401K contributions
• Confidential counseling services, mental health support, and financial guidance

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