We are seeking an experienced and dedicated 2nd Shift Intake Manager to lead our intake team and ensure exceptional service delivery during the evening hours. The ideal candidate will have a minimum of 3 years of call center management experience, with a strong preference for backgrounds in law firms or personal injury services. This role is crucial in managing the intake process, improving operational efficiency, and providing strategic guidance to enhance client interactions.
Shift: 2:30pm-11pm ET Monday-Friday
Key Responsibilities:
- Oversee daily operations of the intake department during the 2nd shift, ensuring all team members meet performance and quality standards.
- Manage, train, and mentor intake specialists, fostering a positive and productive work environment.
- Develop and implement processes to streamline intake procedures and improve client satisfaction.
- Monitor call metrics, analyze performance data, and prepare reports for upper management.
- Collaborate with attorneys and other departments to ensure seamless communication and client care.
- Address and resolve any escalated client issues or inquiries, ensuring timely and effective resolution.
- Maintain compliance with legal regulations and company policies related to client intake.
- Identify training needs and coordinate ongoing training sessions for team members.
- Stay updated on industry trends, best practices, and relevant legal developments.
Qualifications:
- Bachelor’s degree in Business Administration, Management, or related field preferred.
- Minimum of 3 years of experience in call center management, preferably in a legal or personal injury environment.
- Strong leadership skills with the ability to motivate and manage a team.
- Excellent communication and interpersonal skills.
- Proficient in call center software and Microsoft Office Suite.
- Ability to analyze data and make informed decisions based on performance metrics.
- Knowledge of personal injury law and legal processes is a significant advantage.
- Flexibility to work evenings and weekends as needed.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work in a dynamic and supportive environment.
- Professional development and growth opportunities.
- A chance to make a meaningful impact in the lives of clients seeking legal assistance.
Equal Opportunity Statement
Farah & Farah provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.