Call Center Supervisor Law Firm

Mayersohn Law Group P.A. an AVrated NAMWOLFcertified litigation firm in Fort Lauderdale is expanding its client intake and call center operations. We are hiring a Call Center Manager to lead a highvolume phonedriven team responsible for converting inbound inquiries into qualified consultations and engaged clients.

This position is ideal for a call center leader who loves building systems coaching people and using data to drive better outcomesnot just watching dashboards. It is onsite for the probationary period and then a hybrid setting could be discussed.

The Call Center Manager oversees a fully remote team of Intake and Inside Sales professionals supporting a fastmoving litigation practice. You will be responsible for the full lifecycle of incoming and outbound calls: from initial inquiry to consultation scheduling to signed engagement with a focus on call quality responsiveness and conversion.

You will design and reinforce workflows establish clear expectations and ensure that every caller receives a professional timely and consistent experience. This is a growthoriented role for someone who wants to refine processes elevate team performance and have a direct impact on firm revenue and client satisfaction.

Team leadership and daily operations

• Direct daytoday operations of the Intake and Call Center team including scheduling coverage and performance.
• Provide ongoing coaching skill development and structured performance checkins.
• Set and enforce clear standards for call handling productivity and professionalism.
• Build scalable call center workflows that support a highvolume legal practice and a positive client experience.

Quality assurance and process control

• Monitor and review intake and call center activities including calls consultations CRM entries reports and documentation for accuracy and timeliness.
• Ensure emailed leads and online inquiries receive prompt responses and appropriate followup.
• Enforce scripts call handling protocols and compliance procedures; audit missed calls dropped calls and followup execution.
• Partner with an AI Automations Specialist to complete weekly call grading quality reviews and mystery shopper style call evaluations.
• Collaborate with the Marketing Coordinator to use AI tools and call analytics to identify trends performance gaps and training needs.

Conversion management and call strategy

• Track and interpret key call center metrics including lead volume appointment set rate consultation show rate conversion to retained clients and case value trends.
• Provide leadership with insight into lead quality source effectiveness and pipeline movement across the intake funnel.
• Conduct regular roleplays and call simulations with team members to strengthen objection handling closing skills and consistency across the team.

Crossdepartment communication

• Coordinate closely with attorneys and firm leadership to ensure smooth handoffs between Intake Call Center and Legal teams.
• Participate in planning discussions related to marketing campaigns intake capacity and call handling strategy to ensure alignment with firm goals.

Success in this role is evaluated by outcomes including:

• Leadtoconsultation conversion rate
• Consultationtoretainer conversion rate
• Response times to new inquiries and followup timeliness
• Call quality scores and grading results
• Team reliability consistency and adherence to processes
• CRM data integrity and completeness of documentation
• Reduction in missed abandoned or dropped calls
• Movement of prospects through the pipeline and adherence to followup standards

Required

• 3 years of experience in a professional services environment with a strong focus on phonebased sales call center or inside sales leadership.
• 3 years of supervisory or team lead experience overseeing frontline staff.
• Proficiency with CRM platforms and spreadsheet tools such as Google Sheets; experience with systems like Clio or GoHighLevel is a plus but not required.
• Exceptional communication organization and leadership skills.
• Demonstrated traits of top call center/sales leaders: disciplined execution persistence accountability strong financial motivation and comfort holding firm candid conversations with staff.

Preferred

• Experience within a law firm or legal services environment.
• Spanish bilingual skills helpful but not required.

• $75000 base salary plus teambased performance incentives
• Medical dental and vision benefits
• 401(k) participation
• Paid holidays and paid time off
• Flexible hybrid schedule
• Ongoing training and professional development opportunities
• A collaborative supportive and inclusive workplace

Mayersohn Law Group P.A. is an AVrated NAMWOLFcertified South Florida law firm focused on litigation including Criminal Law Family Law Real Estate and Commercial Litigation. Founded by Leah Mayersohn a former prosecutor with extensive trial experience the firm combines aggressive advocacy with thoughtful strategic decisionmaking.

Our mission: Relentless where it matters. Deliberate at every turn.

We operate under our PATHS core values:

• Purposeful Every action is intentional and moves the matter forward.
• Accountable We own results from intake through resolution.
• Trustworthy We handle every matter with discretion and care.
• Honest We communicate clearly directly and truthfully.
• Strategic We apply sound judgment and realworld thinking to every case.

Our environment is fastpaced direct and resultsfocused. Team members who thrive here communicate clearly welcome candid feedback and take responsibility for outcomes. As we continue to grow our litigation practice we are investing in stronger systems higher operational standards and an elevated client experiencestarting with the very first call.