Call Center Manager; Irvine

Call Center Manager

Wilshire Law Firm is a distinguished, award-winning legal practice with over 18 years of experience, specializing in Personal Injury, Employee Rights, and Consumer Class Action lawsuits. We are dedicated to upholding the highest standards of Excellence and Justice and are united in our commitment to achieve the best outcome for our clients.

You will work side by side on a team of dynamic, collaborative, and client-focused professionals who are committed to delivering on our founding core values:
Excellence, Teamwork, and Integrity.

As our Manager in our Intakes department, you will have the opportunity to help lead a team of intake representatives on the front lines of engaging and signing clients in the areas of wrongful death, TBI, catastrophic injury, workplace retaliation and harassment, unpaid wages, and wrongful termination.

• Coach call center staff through challenging customer service and/or sales issues.
• Audit and monitor intake representative calls with potential clients.
• Analyze call center data and prepare reports for upper management.
• Develop monthly, quarterly, and annual call center goals and action plans.
• Evaluate staff effectiveness and performance annually or on an at-need basis.
• Bring a team-oriented and positive attitude to our Irvine Office.
• Ability to work weekends and holidays.

• Must be bilingual in English and Spanish.
• Minimum 5 years of call center management experience is required.
• Bachelor's degree in relevant field preferred.
• Experience working with entry-level workforce.
• Experience working in sales.
• Experience working in a law firm setting, preferably in personal injury or employment is a plus.
• Experience working with Salesforce or legal CRM a huge plus.

• $120,000 - $150,000 depending on experience, plus performance-based incentives

• Paid time off and paid holidays
• Opportunities for growth and advancement
• Team outings and sponsored events
• Employee referral bonus programs
• Firm-paid Medical HMO with affordable upgrades
• Firm-paid Life and AD&D insurance
• Low-cost Dental and Vision plans
• 401k
• FSA (Flexible Spending Account)
• EAP (Employee Assistance Program)
• Pet Insurance

Strive for Excellence. Fight for Justice. Foster Unity.

Wilshire Law Firm celebrates being an equal employment opportunity provider to all people in accordance with all applicable laws. We are committed to providing reasonable accommodations to assist individuals with disabilities during the application process and to facilitate their performance of essential job functions throughout their employment.

Los Angeles, Irvine, San Diego, Oakland, Sacramento, Riverside, Torrance