Intake Call Center Manager

Keller Postman LLC is a national law firm that represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs’ counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.               

Keller Postman LLC is a national law firm that represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs' counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.

Keller Postman is seeking a seasoned Call Center Manager with a minimum of ten years in call center operations, including at least five years in a management role. The Call Center Manager will play a critical role in overseeing the day-to-day functions of our high-volume call center, located in Lake Mary, Florida. This individual will succeed by being data-driven, adaptable, and able to operate independently in a fast-paced environment. Proficiency in Excel and a willingness to learn the firm’s reporting software are essential.

Responsibilities:

• Oversee the day-to-day operations of the call center to ensure efficiency, quality, and compliance with Keller Postman’s standards.
• Directly manage and mentor team leads and their representatives, focusing on performance, morale, and professional development.
• Implement and refine operational policies and procedures, ensuring consistency and optimization across the team.
• Regularly monitor and assess staff performance, utilizing data to guide coaching efforts and uphold standards.
• Serve as the point of escalation for complex customer complaints and inquiries, ensuring timely and effective resolution.
• Conduct regular meetings with team members to discuss performance metrics, address concerns, and provide organizational updates.
• Generate detailed performance reports, analyze metrics, and present insights and actionable recommendations to upper management.
• Partner with other departments to foster a consistent and seamless client experience.
• Identify and propose solutions for operational challenges, with a focus on process improvement and efficiency.
• Oversee staff schedules to ensure appropriate coverage, with a focus on meeting customer demand and service level agreements.

Qualifications:

• Minimum of 10 years in call center operations, with at least 5 years in a management role
• Proven track record of managing call center teams in a high-volume, fast-paced setting
• Strong analytical skills, with a data-driven approach to decision-making and performance improvement
• Proficiency in Excel and comfort with reporting software (experience with specific call center software a plus)
• Excellent communication, problem-solving, and organizational skills
• Ability to work independently and pivot quickly to meet changing business needs

Preferred Qualifications:

• Availability to work one night shift per week if required
• Bachelor’s degree in Business, Management, or a related field
• Experience with workforce management tools and KPI tracking

Why Keller Postman?

At Keller Postman, we are committed to providing exceptional client experiences and fostering a culture of growth and respect. This role offers the opportunity to make a direct impact on our call center’s success while working alongside a dedicated and driven team. If you have a passion for customer service and call center management, we invite you to apply!

Keller Postman is an Equal Opportunity Employer.  For California Applicants, please find our CRPA information here.