Job Description
Call Center Manager - Legal Intake Operations Location: Carrollton, Texas Onsite COMPENSATION & SCHEDULE $90,000 - $110,000 annually, based on experience Full-time, standard business hours (with flexibility as needed) W2 employment ROLE IMPACT The Call Center Manager will lead and optimize client intake and call center operations within a fast-paced law firm environment. This role is responsible for managing high-volume inbound and outbound communication, improving intake workflows, and maximizing client conversion. Success in this role requires a hands-on leader who can drive performance, improve processes, and support a high-energy, call-driven team. Key Responsibilities Oversee daily call center and legal intake operations, ensuring high call volume is handled efficiently Manage inbound and outbound dialer campaigns to support client intake and case acquisition Lead, coach, and develop call center staff to meet performance goals and quality standards Monitor and improve KPIs such as conversion rates, call handling time, response time, and client satisfaction Identify process gaps and implement workflow improvements to increase efficiency and scalability Step in as needed to support escalations and assist with high-volume call activity Partner with leadership to align operations with firm growth and case acquisition goals Minimum Qualifications 5+ years of call center operations or customer service leadership experience Prior experience in a law firm call center or legal intake environment REQUIRED Experience managing high-volume inbound and outbound calls utilizing the Callshare system - REQUIRED Demonstrated ability to drive performance metrics and improve operational processes Highly Preferred Experience Experience in Social Security Disability (SSD), personal injury, or similar legal practice areas Experience configuring or managing dialer campaigns (inbound/outbound) Familiarity with legal intake workflows and client conversion processes Core Tools & Systems CRM platforms (Customer Relationship Management systems) Call center systems (ACD, dialers, call monitoring tools) Workforce management and reporting tools Microsoft Office Suite, including Excel for reporting and analysis Preferred Skills Strong leadership and team development experience Ability to work in a fast-paced, high-volume environment Experience working with remote or offshore teams is a plus