Job Title: Assistant Call Center Manager
Job Type: Full Time
Location: Palm Beach Gardens, FL
Department: Call Center
Reports To: Call Center Manager
Job Overview:
Our Client is looking for a proactive and detail-oriented Assistant Call Center Manager to support the operations of their law firm's call center. This role plays a critical part in ensuring exceptional client service, compliance with legal confidentiality standards, and efficient team performance.
The Assistant Call Center Manager will help supervise staff, manage workflow, and provide support in training, quality control, and performance monitoring
Compensation and Benefits:
Key Responsibilities:
1. Team Support & Supervision:
Qualifications:
Job Type: Full Time
Location: Palm Beach Gardens, FL
Department: Call Center
Reports To: Call Center Manager
Job Overview:
Our Client is looking for a proactive and detail-oriented Assistant Call Center Manager to support the operations of their law firm's call center. This role plays a critical part in ensuring exceptional client service, compliance with legal confidentiality standards, and efficient team performance.
The Assistant Call Center Manager will help supervise staff, manage workflow, and provide support in training, quality control, and performance monitoring
Compensation and Benefits:
- Competitive salary
- Health, dental, and vision insurance
- Paid time off and holidays
- Retirement plan options
Key Responsibilities:
1. Team Support & Supervision:
- Assist the Call Center Manager in leading a team of call center agents, including daily supervision and task delegation.
- Provide guidance and support to agents during complex or escalated calls.
- Help coordinate agent scheduling, break coverage, and shift changes to ensure full call coverage.
- Support onboarding and training of new hires, ensuring familiarity with client service protocols and legal confidentiality requirements.
- Conduct regular side-by-side coaching and call evaluations to ensure service quality.
- Assist with developing training materials and scripts that align with the firm's tone and standards.
- Monitor and evaluate client interactions for professionalism, accuracy, and compliance with legal and ethical standards.
- Assist in handling client complaints or escalations with discretion and care.
- Maintain up-to-date knowledge of the firm's legal services to ensure accurate communication.
- Help track performance metrics (e.g., call volume, response time, resolution rate).
- Ensure the team complies with firm policies, industry regulations, and client confidentiality requirements (e.g., attorney-client privilege).
- Assist with creating and updating documentation for internal procedures.
Qualifications:
- Associate or Bachelor's degree preferred, or equivalent professional experience.
- 2+ years of experience in a call center or customer service role; supervisory or team lead experience is a plus.
- Prior experience in a law firm or professional services environment is strongly preferred.
- Comfortable working in a fast-paced, high-volume setting with shifting priorities.
- Familiarity with CRM and call center software; proficiency in Microsoft Office Suite.
- Fast-paced, professional office setting.
- May require occasional extended hours to meet business needs.
