About the Job
Levi & Korsinsky, LLP is seeking a highly skilled Call Center Manager to handle inquiries related to class action consumer cases. This role is integral in enhancing the quality of call center operations and managing the team to meet the firm’s objectives efficiently.
About the Organization
Levi & Korsinsky, LLP is a prestigious law firm committed to advocating for shareholders and consumers. With over 22 years of history, the firm has established groundbreaking legal precedents in high-stakes securities and class action lawsuits nationwide. Their rapidly expanding marketing division is supported by a robust international presence, focusing on technology, AI, CRM development, consumer experience teams, and performance marketing.
Eligibility
- Experience: At least 10 years of managing sophisticated call center operations, preferably in the mass tort or legal space.
- Skills: Proven management skills, strong writing skills, exceptional organizational abilities, high intelligence, and a proactive personality.
Role and Responsibilities
- Team Leadership:
- Lead, motivate, and supervise a team of 10+ call center agents.
- Conduct regular team meetings, provide coaching, feedback, and contribute to the professional development of team members.
- Legal Knowledge Integration:
- Develop a deep understanding of the firm’s legal practice.
- Collaborate with the legal team to stay updated on case status and information crucial for accurate client communication.
- Legal Resources Utilization:
- Facilitate access to legal resources and databases for call center staff.
- Work with the legal team to create training materials enhancing the legal knowledge of call center representatives.
- Strategy and Planning:
- Design effective text for email and SMS communications and call scripts.
- Develop and implement workflow strategies to improve operations and enhance client intake and follow-up.
- Operational Oversight:
- Develop and implement call center strategies, policies, and procedures.
- Monitor and analyze call center performance metrics, identifying areas for improvement.
- Quality Control:
- Establish and enforce quality assurance standards.
- Conduct regular performance evaluations and provide feedback to team members.
- Compliance and Confidentiality:
- Enforce strict adherence to confidentiality and compliance standards.
- Implement protocols to safeguard client data.
- Escalation Management:
- Establish protocols for handling escalated client issues.
- Provide regular updates to the leadership team on recurring client concerns.
- Client Retention:
- Collaborate with marketing and legal teams to implement client retention strategies.
- Analyze client feedback to enhance the overall client experience.
Perks
- Opportunity to work with a prestigious law firm with over two decades of history.
- Lead a global team and contribute to high-stakes legal cases.
- Professional development opportunities through regular coaching and feedback.
Mode and Location
- Mode: On-site
- Location: Wework Baner, Pune, India
Application Procedure
Interested candidates should apply via the LinkedIn
Important Dates
Application Deadline: Rolling applications. Apply as soon as possible to be considered.
Official Link
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