Contact Center Manager

Department: OperationsLocation: GlendaleCompensation: $90,000 - $115,000 / year Description The Contact Center Manager will oversee the day-to-day operations of the firm's intake team, ensuring efficiency, quality, and an exceptional client experience at every touchpoint. This individual will play a critical leadership role in driving process improvement, optimizing outbound call strategies, and developing a large team of intake specialists. The Contact Center Manager will work closely with the Firm’s leadership to evaluate current workflows, implement best practices, and elevate the overall performance of the contact center. Key Responsibilities Supervising, coaching, and mentoring a large team of intake specialists to ensure performance goals and quality standards are consistently metMonitoring outbound call activity to evaluate quality, efficiency, and client experienceIdentifying opportunities for process improvement and implementing strategies to enhance team productivity and time efficiencyDeveloping and refining outbound call strategies to maximize client conversion and engagementConducting regular performance evaluations, providing constructive feedback, and facilitating ongoing training and developmentTracking and analyzing key performance metrics to assess team effectiveness and identify areas for growthCollaborating with the Firm’s leadership team to align contact center operations with overall Firm objectivesLeveraging technology and software platforms and incorporating AI-driven tools to enhance workflows and improve team performanceCollaborate with the Marketing team to align on lead referral processes and support business development initiativesHandling escalated client concerns with professionalism, empathy, and efficiency;Performing other related duties as assigned Required Skills/Abilities Proven leadership ability with experience managing and motivating large teamsStrong process improvement mindset with the ability to evaluate, redesign, and implement workflowsExcellent interpersonal and communication skills, both written and verbalAbility to analyze performance data and translate insights into actionable strategiesStrong customer service orientation with the ability to model professionalism and empathyAbility to thrive in a fast-paced, high-volume environment while managing multiple prioritiesProven ability to quickly learn, adopt, and leverage new platforms, AI tools, and systems to support evolving business needsAbility to maintain composure and lead effectively under pressure;Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and other relevant applicationsQualificationsBachelor's degree preferredMinimum 3–5 years of customer service supervisory role requiredKnowledge of Employment Law, Personal Injury, and/or Workers Compensation a plusSalesforce/Litify software experience is a major plusExperience with CRM platforms, and reporting tools preferred Benefits Health insuranceVision insuranceDental insurancePaid time off401(k)Opportunity for Performance Based Discretionary Bonus & Merit Increases