Job Details

Job Title: Call Center Manager

Job Type: Full Time

Location: Palm Beach Gardens, FL

Department: Call Center

Reports To: Managing Partners

Job Overview:

Our Client is seeking a highly organized and experienced Call Center Manager to lead their client communications team at a growing law firm. The ideal candidate will oversee the daily operations of the call center, ensuring exceptional client service, efficient call handling, and strict adherence to legal and confidentiality standards. This role requires strong leadership, a deep understanding of call center metrics, and experience managing teams in high-volume, professional service environments.

Compensation and Benefits:

• Competitive salary
• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement plan options

Key Responsibilities:

1. Team Management

• Recruit, train, and supervise a team of call center agents and support staff.
• Provide coaching, performance feedback, and professional development.
• Create and manage shift schedules to ensure full coverage.

2. Operations Oversight

• Monitor inbound and outbound call volume to ensure efficient client intake and response times.
• Implement processes to handle high call volumes while maintaining quality service.
• Coordinate with attorneys and legal assistants to route calls and messages appropriately.

3. Client Service

• Ensure a client-first approach with all interactions, maintaining professionalism, empathy, and legal discretion.
• Resolve escalated client issues and concerns in a timely and compliant manner.
• Maintain a strong understanding of legal services provided to effectively triage calls.

4. Quality Control & Compliance

• Monitor calls and agent performance for quality assurance and legal compliance.
• Enforce policies related to client confidentiality and data security.
• Stay informed of legal industry regulations affecting client communication.

5. Reporting & Analytics

• Track KPIs such as average handling time, call resolution rate, and client satisfaction.
• Prepare regular performance reports for senior management.
• Use data to recommend and implement process improvements.

Qualifications:

• Bachelor's degree in Business, Communications, or a related field (preferred).
• 3-5 years of experience managing a call center or customer service team, ideally in a legal, medical, or other professional services environment.
• Strong leadership and conflict resolution skills.
• Strong communication, coaching, and interpersonal skills.
• Excellent verbal and written communication.
• Proficiency in call center software, CRM platforms, and Microsoft Office Suite.
• Familiarity with legal terminology and client intake processes (preferred).
• Commitment to maintaining confidentiality and upholding ethical standards.

Work Environment:

• Fast-paced, professional office setting.
• May require occasional extended hours to meet business needs.