Job Description

CALL CENTER MANAGER - FORT WORTH, TX 

This is a hybrid position, time will be split between office work and remote work. Must have capability to work remotely (e.i. computer, internet access, etc...) Potential for growth in the company! Pay starts at $13.00 per hour! 

ESSENTIAL JOB DUTIES:

• Ensures strict compliance with LegalShield standards and time frames on all matters.
• Responsible for managing day-to-day planning, implementation and problem-solving to ensure team achieves daily goals in production and service.
• Creates an inspiring team environment with an open communication culture.
• Train new hires and re-train existing employees on RMOpsfunctions.
• Ensures workflow continuity of team by assignment or assistance.
• Maintains referral attorney in-house complaint files, enter and maintain departmental statistics for concerns, complaints, benefit inquires and special projects.
• Resolve escalated calls including taking disgruntled member calls from Intake Specialists or other departments.
• Contact members regarding conflicts of Interest.
• Create, update and/or maintain training, re-training, and back-up caller programs.

JOB REQUIREMENTS:

• High school diploma or equivalent; some college preferred.
• 2+ years of administrative experience; supervisory and/or legal experience preferred. 
• Excellent time management, prioritization and multitasking skills.
• Accurate and proficient typing skills (50+ wpm). 
• Positive/upbeat, helpful and patient temperament.
• Proficient with Excel, Word and Outlook and internet functionality.
• Must be comfortable with extensive interaction via telephone with attorneys and LegalShield members.
• Ability to motivate and guide a team,maintaining a positive working environment. 
• Well-developed verbal, listening, and written communications skills.
• Attention to detail and a high level of accuracy and confidentiality.
• Ability to maintain a professional appearance and demeanor.
• Ability to use appropriate judgement in upward communication regarding department and employee concerns.
• Must be reliable with consistent attendance and punctuality.