Call Center Manager

Company DescriptionThe Ward Law Group, voted best places to work for the past two years is where your work really matters! Where serving the community and genuinely driving results have made us a leader in personal injury. We offer an innovated and fast paced ever evolving environment that allows you to earn as you grow. We empower our employees to make the best decision to impact our clients through collaborative team efforts. We are a nontraditional, highly accountable, yet vibrant group of professionals. Get ready to experience a comfortable atmosphere as our onboarding process allows for a soft place to land.”Our core values are service to our clients, service to our teammates, and service to the community. Along with faith, accountability, leadership, and loyalty.Job DescriptionJob DescriptionThe Ward Law Group is currently hiring a Call Center Manager to lead and support the Client Support Department. This position requires a strong background in team leadership, customer service, and performance management.The Call Center Manager is responsible for leading and mentoring the Client Support team, providing ongoing guidance and fostering a collaborative, innovative work environment. This role involves setting clear goals, monitoring team performance, and delivering consistent feedback to ensure both individual and departmental success.ResponsibilitiesLead and mentor a team of Client Support Representatives and Quality Analysts in a collaborative, performance-driven environment.Oversee all inbound call handling via a multi-line phone system, ensuring prompt, accurate, and professional responses.Analyze call volume data daily to maintain appropriate staffing levels.Proactively adjust schedules and support recruitment efforts to reduce overflow calls (goal: fewer than 10 per day).Ensure QA team conducts consistent reviews and delivers coaching during weekly sessions.Monitor team KPIs, deliver feedback, and implement performance improvement plans.Prepare and present monthly, quarterly, and annual performance reports.Maintain and revise Standard Operating Procedures (SOPs) and training materials.Collaborate with HR on hiring, onboarding, and offboarding.Submit Monthly VA Hours to HR and conduct formal employee evaluations.Attend additional in-person corporate trainings when scheduled (with 30-day advance notice), including some weekends.QualificationsMust be fluent in English and Spanish.Must have a Computer (Desktop or Laptop) Core I5 or above, a minimum of 12 GB of Ram; and Windows 10 installed.Internet speed must be 35Mbps Download and 15Mbps Upload.USB noise cancelling headsets.Webcam for daily meetings and huddles.Must consistently be on time and reliable.Must work well in a team environment.Must have excellent written and verbal communication skills, including the ability to successfully communicate with other employees.Must have proficiency in using computers and relevant software.Must be able to prioritize tasks effectively.Must possess strong multitasking and time-management skills.Must have strong phone contact handling skills and active listening abilities.Must have a passion for delivering exceptional customer service.Must have the ability to handle customer complaints and provide appropriate solutions.Must be able to adapt to a fast-paced and changing work environment.Must have a keen eye for detail to ensure accuracy and thoroughness in all tasks.Additional InformationCandidate must have the following work at home settings minimum to work: Computer:Windows: Windows 10, Intel i5 (8th Gen+) or 2ghz and 8 cores, 16 GB RAM, 256 GB SSDMac: macOS 11 (Big Sur+), Apple M1 or Intel i5, 8 GB RAM, 256 GB SSDDisplay: Full HD (1920x1080)Network:Connection: Wired Ethernet preferred; 5 GHz Wi-Fi acceptableInternet Speed: 30 Mbps download, 15 Mbps uploadLatency: Under 100 m.Other:Noise-canceling headset Preferably with a 3.5mm connection.720p webcam for meetings, huddles and trainings.

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