Savvy Call Center Operations Manager

1 week ago


Pune, Maharashtra, India Levi & Korsinsky, LLP Full time

About Us:

Levi & Korsinsky LLP is a US-based law firm dedicated to advocating for shareholders and consumers. Our attorneys have decades of experience in high-stakes securities and class action lawsuits nationwide.

We are rapidly expanding our marketing division, with a focus on in-house technology, AI, CRM development, consumer experience teams, and performance marketing.

Position Overview:

We are seeking a Call Center Manager to oversee our growing team of call center agents handling inquiries related to class action consumer cases. The current team consists of 3 agents, and we aim to enhance the quality of our call center operations.

The Call Center Manager will work closely with our legal teams to understand their intake and case follow-up objectives. Key responsibilities include:

  • Collaborating with legal teams to comprehend case objectives and develop strategies for effective intake and follow-up campaigns.
  • Ensuring that call center agents are properly trained and understand each case objective and management goals.
  • Managing and monitoring the team to achieve results and provide reporting to stakeholders.
  • Developing and implementing workflow strategies to improve operations and enhance the effectiveness of client intake and follow-up.
  • Working with senior management to design and implement campaign structuring and intake plans.

Responsibilities:

  • Lead, motivate, and supervise a team of call center agents working across the globe.
  • Conduct regular team meetings, provide coaching and feedback, and contribute to the professional development of team members.
  • Develop a deep understanding of our legal practice and impart that knowledge to the team.
  • Collaborate with legal teams to stay updated on case status and provide accurate client communication.
  • Facilitate access to legal resources and databases for call center staff.

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, and a super-organized personality.
  • Exceptionally high level of intelligence and a take-ownership type of personality.


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