CONFIDENTIAL

We are hiring an experienced, strong operational leader with proven experience and success leading inbound and outbound call center service delivery. The ideal candidate will have extensive knowledge of converting leads into sales and the ability to drive performance, productivity, and efficiency through direct engagement with the team.

This position will require you to provide results-oriented direction for a sales like environment, strategic planning, financial planning, overseeing the team, and enabling leadership development for direct reports. This position requires a focus on operational delivery to our clients within the personal injury law industry.

Position: This position can be REMOTE but would require quarterly travel to Florida.

Job Responsibilities:

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently convert every lead into signed contracts.
• Deliver thought provoking leadership and strategic guidance on the topics of operational excellence and strategic business processes.
• Execute consistent increased efficiency and productivity on multiple levels for Intake agents.
• Foster a culture of growth, accountability, and continuous development of the team.
• Ability to build and maintain a strong employee engagement culture that drives retention.
• Ensure delivery of KPIs, targets & quotas, including day to day service levels, customer conversion, quality measures and compliance measures.
• Develop and maintain an environment of strong organizational leadership that includes effective coaching, recognition, workflow patterns, performance standards, staffing levels and supervision.
• Measure and evaluate the success of processes and initiatives and make data driven decisions.
• Collaborate with cross functional departments through effective communication and partnerships that help move the organization forward.
• Evaluate, analyze, and communicate operational requirements.

Additional Requirements: Job Knowledge, Skills, and Qualifications:

• Bachelor’s degree in business or related field preferred
• Minimum of 7 years of direct call center management experience; sales and Legal industry strongly desired.
• Experience successfully leading multiple remote teams.
• Thrive in a fast paced, multi-tasking, deadline driven environment that advocates and supports a change management philosophy.
• Sales focused mindset; ability to overcome business challenges and create solutions that positively impact the way people perform.
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, and scheduling.
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management.
• Ability to organize and manage multiple projects and priorities simultaneously delivering results on time.
• Logical problem-solving skills, outstanding organizational skills and dedication to quality and integrity.
• Strong mentoring and interpersonal skills with ability to effectively manage large teams.

Job Type: Full-time

Pay: $95,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Do you have call center management experience?

Experience:

• Sales: 6 years (Required)
• Management: 4 years (Required)

Work Location: Hybrid remote in Palm Beach Gardens, FL 33418