Legal Intake Call Center Manager

2 months ago

pune, India Levi & Korsinsky, LLP Full time
About Us:
Levi & Korsinsky is committed to advocating for shareholders and consumers, seeking justice from major corporations and their executives. With decades of experience, our attorneys have established groundbreaking legal precedents in high-stakes securities and class action lawsuits nationwide.
Our rapidly expanding marketing division is part of an established international law firm with over 22 years of history. We are rapidly expanding in-house in technology, AI, CRM development, consumer experience teams, and performance marketing.
Position Overview:
Levi and Korsinsky LLP, a US-based law firm representing aggrieved consumers against large corporate wrong-doers, is seeking a Call Center Manager to oversee its growing team of call center agents handling inquiries related to class action consumer cases. The current team consists of 3 agents handling hundreds of clients. The firm seeks to enhance the quality of its call center operations and grow this department with someone like you.
Key responsibilities include: (i) working closely with the legal teams to understand their intake and case follow-up objectives, (ii) sufficiently comprehend the case and be able to strategize and create campaigns and processes to carry out the legal team’s objectives; (iii) assure that call center agents are properly trained and understand each case objective and goals of management, and have someone to provide guidance throughout the process; (iv) manage and monitor the team to assure the efforts are achieving results; and (v) provide reporting to stakeholders.
Legal Intake Call Center Objectives:
Proactive, prompt follow-up with clients through email, calls, and texting on mass consumer case campaigns launched by the legal team.
Understanding each case and the objectives of the legal team so that they can be helpful to potential clients and accomplish the firm’s objective for each case.
Building relationships with clients where possible and efficient.
Following up with clients to get evidence or other information required to process their cases.
Get to as many clients as possible while achieving the firm’s objectives – efficiency without
sacrificing quality.
Exercising sound judgment, which comes from proper training and education, in dealing with clients.
Exercising judgment when to escalate to higher levels of management.
Responsibilities of Call Center Manager – The Details:
Team Leadership:
Lead, motivate and supervise a team of 10+ call center agents working across the globe.
Conduct regular team meetings, provide coaching and feedback, and contribute to the professional development of team members.
Legal Knowledge Integration:
Develop a deep understanding of our legal practice and impart that knowledge to the team so they can effectively address client inquiries.
Collaborate with legal team to stay updated on case status and any other information crucial for accurate client communication for each specific case.
Legal Resources Utilization:
Facilitate access to legal resources and databases for call center staff, ensuring accurate and up-to-date information is provided to clients.
Work with legal team to create training materials that enhance the legal knowledge of call center representatives.
Strategy and Planning:
Work with legal team to design appropriate text for email and SMS communications and call scripts for effective intake and follow-up campaigns.
Work with legal team and independently to develop and implement workflow strategies to improve operations and enhance the effectiveness of client intake and follow-up.
Work with senior management on campaign structuring and building of intake plans.
Operational Oversight:
Develop and implement effective call center strategies, policies, and procedures to optimize efficiency.
Monitor and analyze call center performance metrics, identifying areas for improvement and implementing corrective actions as needed.
Quality Control:
Establish and enforce quality assurance standards to ensure accuracy and consistency in client interactions.
Conduct regular performance evaluations and provide constructive feedback to team members.
Compliance and Confidentiality:
Enforce strict adherence to confidentiality and compliance standards within the call center, emphasising the sensitive nature of legal information.
Implement protocols to safeguard client data and maintain compliance with relevant legal regulations.
Escalation Management:
Establish protocols for handling escalated client issues, working closely with legal teams to resolve concerns promptly and effectively.
Provide regular updates to the leadership team on recurring client concerns and suggest improvements to prevent future issues.
Client Retention:
Collaborate with marketing and legal teams to implement strategies for client retention.
Analyze client feedback and implement improvements to enhance the overall client experience.
Requirements:
Location: Wework Baner, Pune, India
Time: 9am to 5pm EST
At least 10 years of managing sophisticated call center operations, preferably in the mass tort or legal space.
Proven management skills.
Strong writing skills.
Super Organized.
Take ownership type of personality
Exceptionally high level of intelligence.

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