Job Title: Call Center/Intake Supervisor (Legal)

Company: Walker Firm, PC

Location: Hermosa Beach. CA

Employment Type: Full-Time (in office)

Reports to: Managing Partner

About Us:

Walker Firm, PC dba Casa de la Justicia is a leading law firm focused on helping individuals apply and obtain Social Security Disability (SSD) benefits. Our mission is to help the largest number of underrepresented individuals of our community by helping them access the disability benefits they are entitled to. We pride ourselves on delivering exceptional client service and fostering a supportive work environment for our team. Our values are teamwork, integrity, persistence and innovation.

Position Overview:

We are seeking an experienced and motivated Bi-Lingual (Spanish) Call Center Supervisor to lead and manage our Call Center/Intake team, which handles 1000 calls per week generated by Spanish-language advertising. The Call Center/Intake team (7-10 people) is responsible for determining the eligibility of callers to receive SSD benefits and works with them to complete the initial paperwork required for Walker Firm to represent them with the Social Security Administration. The Bi-lingual Call Center/Intake Supervisor plays a key role in ensuring all callers receive the highest level of care and support as they begin their SSD journey. The ideal candidate is a strong leader with excellent communication skills, a passion for client service, strong knowledge of metrics and technology and experience managing remote workers in a fast-paced call center environment.

Key Responsibilities:

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

Qualifications:

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.

What We Offer:

Competitive salary and benefits package with a basepay 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.

How to Apply:

If you are a dedicated leader passionate about client service and looking to make a difference in the lives of individuals pursuing SSD benefits, we want to hear from you! Please send your resume and a cover letter to Sandra Holden, HR Manager, Walker FIrm with the subject line "Call Center Supervisor Application – [Your Name]."

Additionally, please take our assessment for the role here, we only respond to candidates that have completed the assessment: https://apply.select.wonderlic.com/5U5FJN/Walker-Firm

Walker FIrm is an equal opportunity employer and values diversity in our workplace.

Walker Firm, PC

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Walker Firm, PC | Call Center/Intake Supervisor (Legal)