Zanes Law, a leading personal injury law firm is seeking a highly skilled, motivated, responsible, and experienced Legal Intake Team Manager to oversee the operations of our law firm's Intake Center. This is not an entry level position. As the Intake Center Manager, you will be responsible for leading a team of Intake representatives, ensuring exceptional customer service, optimizing Intake Center performance, and maintaining lofty standards of efficiency and professionalism. The successful candidate will possess strong leadership skills, a deep understanding of Legal Intake operations, and a passion for delivering exceptional client experiences.
If you have a proven track record of exceptional metrics in a call center or sales center environment, apply today!
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.
Legal Intake Operations
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.
Customer Service Excellence
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.
Training and Development
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.
Collaboration and Communication
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.
The ideal candidate will possess:
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).
If you are passionate about delivering outstanding sales results, customer service and exceeding metrics, possess excellent organizational and mindful leadership skills, and thrive in a dynamic work environment, we invite you to apply for the position of Law Firm Intake Center Manager.
Exceptional Benefits:
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
Job Type: Full-time
Salary: $60,000-$70,000/year
Supplemental pay types: Performance based bonus
Ability to commute/relocate: Tucson, AZ 85712
Reliably commute or planning to relocate before starting work (Required)
*Not a work from home position