Job Description
Job Title: Director of Call Center Operations
Location: ON SITE in Beverly Hills area. Only candidates able to work full time in the Los Angeles office need apply.
Position Overview:
The Call Center Operations & Technology Manager is responsible for overseeing the end-to-end operations of the law firm’s call center, with a strong emphasis on leveraging technology to optimize efficiency, improve service delivery, and enhance client satisfaction. This role combines operational management, technological innovation, and team leadership. The ideal candidate will have a strong background in call center operations, process improvement, technology solutions, and team management.
Key Responsibilities:
- Operational Management:
- Oversee the day-to-day operations of the call center, ensuring smooth workflows, high service levels, and compliance with the firm’s operational goals and legal requirements.
- Manage call center staffing, scheduling, and performance to ensure optimal resource allocation and cost-efficiency, particularly during peak periods.
- Develop and implement operational processes and strategies to streamline workflows, reduce wait times, and improve customer satisfaction.
- Monitor call center metrics such as call volume, response times, customer satisfaction, and first-call resolution rates, and use data to drive improvements in service delivery.
- Technology Implementation & Management:
- Lead the selection, implementation, and maintenance of call center technology, including CRM systems, call routing software, automated tools, and performance analytics platforms.
- Work closely with IT teams to ensure seamless integration of new technologies, ensuring the call center infrastructure is secure, scalable, and up-to-date.
- Identify opportunities to automate repetitive tasks, enhance client interactions, and improve efficiency through the use of advanced technology and data analytics.
- Troubleshoot technical issues related to call center systems and work with technical teams to resolve them promptly.
- Leadership & Team Development:
- Supervise and mentor call center agents, providing coaching and guidance to ensure high standards of client service and adherence to firm policies.
- Lead the training and development of call center agents on both operational procedures and the effective use of technology and systems.
- Conduct performance evaluations and provide ongoing support to staff, ensuring they have the tools and knowledge to succeed in their roles.
- Foster a collaborative and client-focused team environment that supports the firm’s goals and enhances the client experience.
- Process Improvement & Reporting:
- Continuously evaluate and improve call center processes using methodologies such as Lean or Six Sigma to enhance operational efficiency and service quality.
- Develop and maintain regular reporting systems to track key performance indicators (KPIs), operational efficiency, and client satisfaction.
- Provide detailed analysis and strategic recommendations to firm leadership regarding operational improvements, technological upgrades, and system optimization.
- Compliance & Data Security:
- Ensure that all call center operations comply with applicable legal regulations, including data privacy laws and client confidentiality requirements.
- Maintain secure and compliant management of sensitive client information and ensure adherence to best practices in data protection.
Qualifications:
- Bachelor’s degree in business, operations, IT, or a related field (or equivalent experience).
- Proven experience in managing call center operations, technology, or IT systems, with a strong understanding of process optimization.
- Experience with call center technologies, including CRM systems, call routing software, and reporting/analytics tools.
- Strong understanding of call center performance metrics and how to leverage data for process improvement.
- Leadership experience in managing teams, training, and performance evaluations.
- Knowledge of legal industry practices and terminology is a plus, but not required.
- Familiarity with data privacy regulations and compliance requirements, particularly in a legal environment.
Skills & Abilities:
- Expertise in call center technology, system integrations, and process automation.
- Strong problem-solving and analytical skills, with a focus on driving operational improvements and customer satisfaction.
- Excellent communication and interpersonal skills, with the ability to interact with both technical and non-technical stakeholders.
- Ability to think strategically and provide innovative solutions to operational challenges.
- Leadership and coaching abilities, with a focus on team development and achieving performance goals.
- Detail-oriented, with an emphasis on accuracy and compliance in all processes.
- Bonus: Previous Law Firm Intake Experience
Work Environment:
This position provides an exciting opportunity to lead and innovate within the call center, combining operational management, technological advancement, and team leadership to ensure a superior client experience and operational efficiency for the law firm.
Job Tags
Full time,