Call Center Coach

3 weeks ago

los angeles, United States LemonLaws.com by Prestige Legal Solutions, P.C. Full time

About Prestige Legal Solutions, P.C.

Prestige Legal Solutions, P.C. is a full-service lemon law firm based in Los Angeles. Our law office represents California clients who have been sold a defective vehicle that qualifies as a lemon.


Prestige Legal Solutions is seeking a Call Center Coach who will oversea training and developing the Intake department, managing quality assurance processes, and improving overall call center performance. This role requires a strategic thinker who can analyze call data, implement gamification techniques, and foster a high-energy, client-focused environment that promotes continuous improvement and engagement.


The responsibilities are not limited to but include:

Training & Development:

  • Provide coaching to intake team members on sales techniques, including setting customer expectations, conflict management, and closing strategies.
  • Conduct meetings focused on celebrating successes, refining skills, role-playing, recognition, and rewards.
  • Organize regular one-on-one meetings to review team member behaviors, activities, and results, and establish corrective action plans when necessary.

Quality Assurance & Performance Monitoring:

  • Communicate with the QA team to ensure intake agent performance meets expectations.
  • Monitor team communication etiquette, adaptability to various customer personality styles, effective use of questioning and listening skills, and ability to maintain control of the conversation.
  • Review missed calls to understand reasons and develop strategies to address them.
  • Evaluate the team's ability to answer calls promptly across different employment levels.

Data Analysis & Strategy:

  • Track and communicate daily call center metrics, comparing them with daily results in a gamified environment.
  • Analyze call patterns and work closely with the Intake Manager to develop staffing coverage and strategy.
  • Oversee hourly and daily activity to ensure optimal performance.

Gamification & Engagement:

  • Develop, implement, and manage random gamification opportunities to motivate and engage the team.
  • Bring high energy to the team by celebrating successes and expediting corrective actions in real-time.

Technology Utilization:

  • Leverage CRM, soft phone platforms, and other call center technologies to ensure all customers are contacted promptly, information is accurately collected, and data integrity is maintained at the highest standards.

Collaboration & Culture:

  • Work closely and collaboratively with the Director of Intake to achieve departmental goals.
  • Ensure the intake team aligns with the firm's mission-minded culture, emphasizing a client-first approach, serving others, celebrating success, and treating all customers and employees with dignity and respect.

Other duties:

  • Perform other duties as assigned to support the department’s objectives.


Other:

  • HubSpot experience preferred.
  • Achievement-oriented, competitive, and focused on results.
  • Ability to thrive in a fast-paced, growth-oriented, rapidly changing environment
  • Savvy with technology, including CRMs, laptops, and tablets, as well as cloud-based applications, Microsoft Office 365.
  • Great communicator, internally and externally.
  • An expert in successful call center operations and effectively training others in success.
  • Four-year degree or an equivalent combination of education and experience preferred.
  • Minimum of three years of proven and successful experience in managing call centers..


Benefits:

  • 2-4 weeks week off (Sonority PTO)
  • 15 Paid Holidays
  • Hybrid Schedule (2 days WFH and 3 days in office)
  • 401K Match
  • Health, Dental and Vision
  • Gympass/ Wellhub
  • Breakfast, birthday celebrations, holiday events, and more.


Prestige Legal Solutions, P.C. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, termination, leave of absence, compensation, benefits, training, as well as disciplinary action. Prestige Legal Solutions, P.C. makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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