Call Center Supervisor

CALL CENTER SUPERVISOR (Legal) On‑site | Fort Lauderdale, FL | Full‑time | $75,000 Base + Department Performance Incentives

Mayersohn Law Group, P.A. – an AV‑rated, NAMWOLF‑certified litigation firm in Fort Lauderdale – is expanding its client intake and call center operations. We are hiring a Call Center Manager to lead a high‑volume, phone‑driven team responsible for converting inbound inquiries into qualified consultations and engaged clients.

This position is ideal for a call center leader who loves building systems, coaching people, and using data to drive better outcomes—not just watching dashboards.

The Call Center Manager oversees a fully remote team of Intake and Inside Sales professionals supporting a fast‑moving litigation practice. You will be responsible for the full lifecycle of incoming and outbound calls: from initial inquiry, to consultation scheduling, to signed engagement, with a focus on call quality, responsiveness, and conversion.

You will design and reinforce workflows, establish clear expectations, and ensure that every caller receives a professional, timely, and consistent experience. This is a growth‑oriented role for someone who wants to refine processes, elevate team performance, and have a direct impact on firm revenue and client satisfaction.

Team leadership and daily operations

• Direct day‑to‑day operations of the Intake and Call Center team, including scheduling, coverage, and performance.
• Provide ongoing coaching, skill development, and structured performance check‑ins.
• Set and enforce clear standards for call handling, productivity, and professionalism.
• Build scalable call center workflows that support a high‑volume legal practice and a positive client experience.

Quality assurance and process control

• Monitor and review intake and call center activities, including calls, consultations, CRM entries, reports, and documentation for accuracy and timeliness.
• Ensure emailed leads and online inquiries receive prompt responses and appropriate follow‑up.
• Enforce scripts, call handling protocols, and compliance procedures; audit missed calls, dropped calls, and follow‑up execution.
• Partner with an AI Automations Specialist to complete weekly call grading, quality reviews, and mystery shopper style call evaluations.
• Collaborate with the Marketing Coordinator to use AI tools and call analytics to identify trends, performance gaps, and training needs.

Conversion management and call strategy

• Track and interpret key call center metrics, including lead volume, appointment set rate, consultation show rate, conversion to retained clients, and case value trends.
• Provide leadership with insight into lead quality, source effectiveness, and pipeline movement across the intake funnel.
• Conduct regular role‑plays and call simulations with team members to strengthen objection handling, closing skills, and consistency across the team.

Cross‑department communication

• Coordinate closely with attorneys and firm leadership to ensure smooth handoffs between Intake, Call Center, and Legal teams.
• Participate in planning discussions related to marketing campaigns, intake capacity, and call handling strategy to ensure alignment with firm goals.

Success in this role is evaluated by outcomes, including:

• Lead‑to‑consultation conversion rate
• Consultation‑to‑retainer conversion rate
• Response times to new inquiries and follow‑up timeliness
• Call quality scores and grading results
• Team reliability, consistency, and adherence to processes
• CRM data integrity and completeness of documentation
• Reduction in missed, abandoned, or dropped calls
• Movement of prospects through the pipeline and adherence to follow‑up standards

Required

• 3+ years of experience in a…