Contact Center Manager

Description

The Contact Center Manager will oversee the day-to-day operations of the firm's
intake team, ensuring efficiency, quality, and an exceptional client experience at every
touchpoint. This individual will play a critical leadership role in driving process
improvement, optimizing outbound call strategies, and developing a large team of intake
specialists. The Contact Center Manager will work closely with the Firm’s leadership
to evaluate current workflows, implement best practices, and elevate the overall
performance of the contact center.

Key Responsibilities

• Supervising, coaching, and mentoring a large team of intake specialists to ensure performance goals and quality standards are consistently met
• Monitoring outbound call activity to evaluate quality, efficiency, and client experience
• Identifying opportunities for process improvement and implementing strategies to enhance team productivity and time efficiency
• Developing and refining outbound call strategies to maximize client conversion and engagement
• Conducting regular performance evaluations, providing constructive feedback, and facilitating ongoing training and development
• Tracking and analyzing key performance metrics to assess team effectiveness and identify areas for growth
• Collaborating with the Firm’s leadership team to align contact center operations with overall Firm objectives
• Leveraging technology and software platforms and incorporating AI-driven tools to enhance workflows and improve team performance
• Collaborate with the Marketing team to align on lead referral processes and
  support business development initiatives
• Handling escalated client concerns with professionalism, empathy, and efficiency;
• Performing other related duties as assigned

Required Skills/Abilities

• Proven leadership ability with experience managing and motivating large teams
• Strong process improvement mindset with the ability to evaluate, redesign, and implement workflows
• Excellent interpersonal and communication skills, both written and verbal
• Ability to analyze performance data and translate insights into actionable strategies
• Strong customer service orientation with the ability to model professionalism and empathy
• Ability to thrive in a fast-paced, high-volume environment while managing multiple priorities
• Proven ability to quickly learn, adopt, and leverage new platforms, AI tools, and systems to support evolving business needs
• Ability to maintain composure and lead effectively under pressure;
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and other relevant applications

Qualifications

• Bachelor's degree preferred
• Minimum 3–5 years of customer service supervisory role required
• Knowledge of Employment Law, Personal Injury, and/or Workers Compensation a plus
• Salesforce/Litify software experience is a major plus
• Experience with CRM platforms, and reporting tools preferred

Benefits

• Health insurance
• Vision insurance
• Dental insurance
• Paid time off
• 401(k)
• Opportunity for Performance Based Discretionary Bonus & Merit Increases

About Lawyers for Justice

Lawyers for Justice, P.C. is a growing plaintiffs-side law firm expanding its national footprint. A powerhouse in wage-and-hour class and representative action litigation, the firm represents employees and consumers in complex matters against regional, national, and Fortune 500 companies across a wide range of industries.

Our attorneys litigate significant cases in state and federal courts involving wage-and-hour violations, unfair business practices, discrimination, and other employment and consumer matters. Lawyers for Justice has recovered more than $1.5 billion on behalf of employees and consumers, reflecting the scale and impact of the firm’s work, and was recently named a 2026 Global Recognition Awards “Best Workplaces” winner.