Essential Functions:
Team Leadership and Management
- Recruit, train, and supervise a team of Legal Intake representatives.
- Set performance goals, conduct performance evaluations, and provide constructive feedback to team members.
- Foster a positive and collaborative work environment, promoting teamwork and motivation.
- Implement effective coaching and mentoring strategies to enhance team performance and individual growth.
- Address performance issues and take appropriate corrective actions when necessary.
- Facilities, security, and administrative management of the office premises.
- Oversee day-to-day call center operations, ensuring smooth and efficient functioning.
- Develop and implement Legal Intake Center policies, procedures, and workflows to optimize performance and achieve key performance indicators (KPIs).
- Monitor Intake Center metrics, such as client sign ups, lead conversion percentage, and customer satisfaction, and take proactive measures to address any issues.
- Identify opportunities for process improvement and implement strategies to enhance overall Legal Intake Center efficiency and effectiveness.
- Utilize software and tools to manage and analyze lead data, generate reports, and make data-driven decisions.
- Audit and monitor after hours/overflow answering service to ensure correct billing and avoid excess daytime usage.
- Maintain a customer-centric focus, ensuring that all client interactions are handled professionally, efficiently, and with the highest level of service.
- Develop and enforce customer service standards, policies, and procedures to meet client expectations.
- Handle escalated client inquiries or complaints, providing resolution in a timely and satisfactory manner. You close the sale using your superior sales ability on the first call.
- Monitor client feedback and implement strategies to improve customer satisfaction.
- Develop and deliver comprehensive training programs for Legal Intake Center representatives, focusing on customer service skills, legal knowledge, call handling techniques, and product/service knowledge.
- Conduct regular training sessions to keep the team updated on legal procedures, new services, and relevant industry trends.
- Provide ongoing coaching and development opportunities to enhance individual and team performance.
- Collaborate with other departments within the law firm, such as legal teams, marketing, and administration, to ensure effective communication and seamless operations.
- Liaise with attorneys, and other stakeholders to address inquiries, gather feedback, and identify areas for improvement.
- Maintain open lines of communication with the Legal Intake Center team, fostering transparency, and addressing concerns or questions promptly.
- You are energetic, curious, and adaptable, willing to do what it takes to get the job done.
- Proven experience as a Call Center manager or Sales Call Center Manager in a similar role supervising a team of 5-15 employees.
- 7-10 years of experience that shows increasing responsibility preferred.
- A strong sales background.
- An in-depth knowledge of Call /Sales Center operations, metrics, and best practices.
- Excellent leadership and people management skills.
- Strong problem-solving and decision-making abilities.
- Exceptional communication and interpersonal skills.
- Proficiency in call center software and tools.
- Passion for exceeding metrics and meeting KPIs without fail.
- Ability to work in a fast-paced, dynamic environment.
- Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
- Knowledge of legal procedures and terminology (preferred).
- 401(k)
- 401(k) matching
- UHC Health, Dental, and Vision insurance
- Company paid life insurance, short term disability, and tong term disability.
- Paid time off
- Professional development assistance
- Retirement plan
- Amazing culture
Salary: $60,000-$70,000/year
Zanes Law Injury Lawyers LLC
Doug Zanes founded Zanes Law in 2003. Our firm’s first office was located in Tucson, Arizona, with Doug as the only attorney. His wife Claudia, who is a business executive, helped run the business operations within the law firm. During this time, we were able to count our entire staff on one hand.
By 2008, we had added two lawyers and employed a team of 15 staff members. It was at this time that we began to focus our practice on personal injury cases. We realized that helping accident victims was far more personally fulfilling than the area of law we had been practicing.
By 2017, the firm grew to include 10 lawyers spread across three law offices. There were two offices in Tucson, Arizona, and a third office in Phoenix, Arizona. Today, we continue to serve personal injury victims living and/or working in and around Tucson, Phoenix, Nogales, Sierra Vista, Douglas, Yuma, Flagstaff, and Northern Arizona. We also serve Glendale, Casa Grande, Scottsdale, Mesa, Chandler, Gilbert, Tempe and the entire Phoenix Metro area.
In the past 20 years, Zanes Law Injury Lawyers has recovered almost 1 Billion Dollars for our clients. Both Doug and Claudia believe that our firm owes this success to the wonderful people who work here. Our paralegals, case managers, intake specialists, receptionists, attorneys, and business executives make sure to take care of our clients every step of the way.
Company Website: zaneslaw.com
(if you already have a resume on Indeed)