Savvy Call Center Operations Manager
2 weeks ago
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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