Call Center Manager - Remote

Overview

The Ward Law Group is seeking a Call Center Manager to lead and support the Client Support Department, focusing on team leadership, customer service, and performance management.

In Short

• Lead and mentor a team of Client Support Representatives.
• Oversee inbound call handling via a multi-line phone system.
• Analyze call volume data for staffing levels.
• Adjust schedules to reduce overflow calls.
• Ensure QA team conducts consistent reviews.
• Monitor team KPIs and implement performance plans.
• Prepare and present performance reports.
• Maintain and revise SOPs and training materials.
• Collaborate with HR on hiring and onboarding.
• Attend in-person corporate trainings as scheduled.

Requirements

• Fluent in English and Spanish.
• Strong computer skills with specific hardware requirements.
• Minimum internet speed of 35Mbps Download and 15Mbps Upload.
• Excellent written and verbal communication skills.
• Strong multitasking and time-management skills.
• Passion for delivering exceptional customer service.
• Ability to handle customer complaints effectively.
• Detail-oriented with a focus on accuracy.
• Ability to adapt to a fast-paced environment.
• Strong phone contact handling skills.

Benefits

• Innovative and fast-paced work environment.
• Opportunity to grow and develop professionally.
• Supportive team atmosphere.
• Flexible work arrangements.
• Collaborative culture focused on service.