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- Coach call center staff through challenging customer service and/or sales issues.
- Audit and monitor intake representative calls with potential clients.
- Analyze call center data and prepare reports for upper management.
- Develop monthly, quarterly, and annual call center goals and action plans.
- Evaluate staff effectiveness and performance annually or on an at-need basis.
- Must be bilingual in English and Spanish.
- Minimum 5 years of call center management experience is required.
- Bachelor's degree in relevant field preferred.
- Experience working with entry-level workforce.
- Experience working in sales.
- Experience working in a law firm setting, preferably in personal injury or employment is a plus.
- Experience working with Salesforce or legal CRM a plus.
- Compensation range based on experience $100,000 – $155,000 (+ monthly bonus).
- Paid time off and paid holidays.
- Opportunities for growth and advancement.
- Team outings and sponsored events.
- Referral bonus program.
- Firm-paid Medical HMO with affordable HMO and PPO upgrades.
- Low-cost Dental and Vision plans.
- Paid Life and AD&D insurance.
- 401k.
- FSA (Flexible Spending Account).
- EAP (Employee Assistance Program).
- Pet Insurance.
Bilingual Call Center Manager - Los Angeles, United States - Wilshire Law Firm
Description
Call Center ManagerImpact:
As our Manager in our Intakes department, you will have the opportunity to help lead a team of intake representatives on the front lines of engaging and signing clients in the areas of wrongful death, TBI, catastrophic injury, workplace retaliation and harassment, unpaid wages, and wrongful termination.
Daily Tasks:
Strive for Excellence. Fight for Justice. Foster Unity. Join Wilshire Law Firm.