Call Center/Intake Supervisor (Legal)

$60,000 - $70,000/Yr

The Walker Firm - Hermosa Beach, CA

Full-time - Mid Level

Remote - Hermosa Beach, CA

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Call Center/Intake Supervisor at Walker Firm is responsible for leading and managing a team of bi-lingual (Spanish) call center agents who handle inquiries related to Social Security Disability (SSD) benefits. This role focuses on ensuring high performance and client satisfaction while overseeing the eligibility determination process for callers. The supervisor will implement strategies to improve call center metrics and foster a supportive environment for team development.

Responsibilities

• Manage a team of remote bi-lingual (Spanish) call center agents, providing guidance, support, and training.
• Monitor call center metrics, including call volume, response times, and customer satisfaction, and implement strategies to improve performance.
• Conduct regular call evaluations to ensure compliance with company policies, procedures, and legal guidelines specific to SSD cases.
• Foster a client-focused culture by resolving escalated inquiries and maintaining a high standard of client satisfaction.
• Provide ongoing coaching, mentoring, and professional development opportunities to team members, as well as interviewing and recruiting new candidates as needed.
• Work closely with the management team to ensure seamless communication and alignment between the call center and case management processes.
• Generate and analyze performance reports, presenting findings and recommendations to management.

Requirements

• High level of fluency in both English and Spanish.
• Proven experience with 3 to 5 years as a call center supervisor or similar role, preferably in a legal environment, managing remote team members.
• Experience recruiting and training.
• Strong leadership and team management skills, with the ability to motivate and inspire others.
• Excellent verbal and written communication skills.
• Excellent data analytical skills.
• Familiarity with SSD processes and terminology is highly preferred.
• Proficiency in call center software and tools, including DialPad Contact Center and Salesforce (Litify) is preferred.
• Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and commitment to delivering exceptional client service.
• Bachelor's degree.

Nice-to-haves

• Experience in a legal environment is preferred.
• Familiarity with SSD processes and terminology is highly preferred.

Benefits

• Competitive salary and benefits package with a base pay of $60k to $70k per year plus bonuses/incentives.
• Opportunities for professional growth and advancement.
• A supportive and inclusive work environment.
• Paid training to deepen your understanding of SSD and our services.