Call Center Manager

Job Description

The Ward Law Group is currently hiring a Call Center Manager to lead and support the Client Support Department. This position requires a strong background in team leadership customer service and performance management.

The Call Center Manager is responsible for leading and mentoring the Client Support team providing ongoing guidance and fostering a collaborative innovative work environment. This role involves setting clear goals monitoring team performance and delivering consistent feedback to ensure both individual and departmental success.

Responsibilities

• Lead and mentor a team of Client Support Representatives and Quality Analysts in a collaborative performance-driven environment.
• Oversee all inbound call handling via a multi-line phone system ensuring prompt accurate and professional responses.
• Analyze call volume data daily to maintain appropriate staffing levels.
• Proactively adjust schedules and support recruitment efforts to reduce overflow calls (goal: fewer than 10 per day).
• Ensure QA team conducts consistent reviews and delivers coaching during weekly sessions.
• Monitor team KPIs deliver feedback and implement performance improvement plans.
• Prepare and present monthly quarterly and annual performance reports.
• Maintain and revise Standard Operating Procedures (SOPs) and training materials.
• Collaborate with HR on hiring onboarding and offboarding.
• Submit Monthly VA Hours to HR and conduct formal employee evaluations.
• Attend additional in-person corporate trainings when scheduled (with 30-day advance notice) including some weekends.

Qualifications :

• Must be fluent in English and Spanish.
• Must have a Computer (Desktop or Laptop) Core I5 or above a minimum of 12 GB of Ram; and Windows 10 installed.
• Internet speed must be 35Mbps Download and 15Mbps Upload.
• USB noise cancelling headsets.
• Webcam for daily meetings and huddles.
• Must consistently be on time and reliable.
• Must work well in a team environment.
• Must have excellent written and verbal communication skills including the ability to successfully communicate with other employees.
• Must have proficiency in using computers and relevant software.
• Must be able to prioritize tasks effectively.
• Must possess strong multitasking and time-management skills.
• Must have strong phone contact handling skills and active listening abilities.
• Must have a passion for delivering exceptional customer service.
• Must have the ability to handle customer complaints and provide appropriate solutions.
• Must be able to adapt to a fast-paced and changing work environment.
• Must have a keen eye for detail to ensure accuracy and thoroughness in all tasks.

Additional Information :

• Candidate must have the following work at home settings minimum to work:
  •  Computer:
    • Windows: Windows 10 Intel i5 (8th Gen) or 2ghz and 8 cores 16 GB RAM 256 GB SSD
    • Mac: macOS 11 (Big Sur) Apple M1 or Intel i5 8 GB RAM 256 GB SSD
    • Display: Full HD (1920x1080)
  • Network:
    • Connection: Wired Ethernet preferred; 5 GHz Wi-Fi acceptable
    • Internet Speed: 30 Mbps download 15 Mbps upload
    • Latency: Under 100 m.
  • Other:
    • Noise-canceling headset Preferably with a 3.5mm connection.
    • 720p webcam for meetings huddles and trainings.

Remote Work :

Yes

Employment Type :

Full-time