Intake Manager

Keller Postman
US - Florida - Lake Mary
June 17, 2024

Keller Postman LLC is a national law firm that represents a broad array of clients as plaintiffs in complex litigation at the trial and appellate levels. We act for plaintiffs in federal and state court across a variety of claims and practice areas. We take on complicated cases-frequently class and mass actions, arbitrations or matters in multiple jurisdictions-where our legal and strategic counsel can add significant value.

We are seeking a highly skilled and experienced Call Center Manager to oversee the operations of our law firm's Intake center. As the Intake Manager, you will be responsible for leading a team of call center representatives, ensuring exceptional customer service, optimizing call center performance, and maintaining high standards of efficiency and professionalism. The successful candidate will possess strong leadership skills, a deep understanding of call center operations, and a passion for delivering exceptional client experiences.

Responsibilities:

Recruit, train, and supervise a team of call center representatives.
Set performance goals, conduct performance evaluations, and provide constructive feedback to team members.
Foster a positive and collaborative work environment, promoting teamwork and motivation.
Implement effective coaching and mentoring strategies to enhance team performance and individual growth.
Address performance issues and take appropriate corrective actions when necessary.

Call Center Operations:

Oversee day-to-day call center operations, ensuring smooth and efficient functioning.
Develop and implement call center policies, procedures, and workflows to optimize performance and achieve key performance indicators (KPIs).
Monitor call center metrics, such as call volume, call abandonment rates, average handle time, and customer satisfaction, and take proactive measures to address any issues.
Identify opportunities for process improvement and implement strategies to enhance overall call center efficiency and effectiveness.
Utilize call center software and tools to manage and analyze call data, generate reports, and make data-driven decisions.

Customer Service Excellence:

Maintain a customer-centric focus, ensuring that all client interactions are handled professionally, efficiently, and with the highest level of service.
Develop and enforce customer service standards, policies, and procedures to meet client expectations.
Handle escalated client inquiries or complaints, providing resolution in a timely and satisfactory manner.
Monitor client feedback and implement strategies to improve customer satisfaction.

Training and Development:

Develop and deliver comprehensive training programs for call center representatives, focusing on customer service skills, legal knowledge, call handling techniques, and product/service knowledge.
Conduct regular training sessions to keep the team updated on legal procedures, new services, and relevant industry trends.
Provide ongoing coaching and development opportunities to enhance individual and team performance.

Collaboration and Communication:

Collaborate with other departments within the law firm, such as legal teams, marketing, and administration, to ensure effective communication and seamless operations.
Liaise with attorneys, and other stakeholders to address inquiries, gather feedback, and identify areas for improvement.
Maintain open lines of communication with the call center team, fostering transparency, and addressing concerns or questions promptly.

Requirements:

Proven experience as a call center manager or in a similar role within a law firm or legal services industry.
In-depth knowledge of call center operations, metrics, and best practices.
Excellent leadership and people management skills.
Strong problem-solving and decision-making abilities.
Exceptional communication and interpersonal skills.
Proficiency in call center software and tools.
Ability to work in a fast-paced, dynamic environment.
Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
Knowledge of legal procedures and terminology (preferred).

Keller Postman is an Equal Opportunity Employer. For California Applicants, please find our CRPA information here.

Read the full job description and apply online on the recuiter's web-site

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