Call Center Manager

The 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. Responsibilities include leading a team of Client Support Representatives and Quality Analysts, overseeing inbound call handling, analyzing call volume data, ensuring quality assurance, monitoring KPIs, preparing performance reports, maintaining SOPs, collaborating with HR, and attending trainings. Qualifications include fluency in English and Spanish, computer proficiency, excellent communication skills, strong multitasking abilities, phone contact handling skills, passion for customer service, and adaptability to a fast-paced environment.