Contact Center Manager

At Farah & Farah, we take pride in being the go-to personal injury law firm throughout Florida and Georgia. Our foundation is built on honesty, hard work, and a wealth of experience that our clients can always rely on.

We're looking for a Contact Center Manager who is a proactive, driven, and adaptable leader with the ability to guide a high-performing, high-volume team through changing priorities and growth. This person will combine strong operational oversight with a people-first leadership style. Someone who will build structure, accountability, and momentum while ensuring team members feel supported, motivated, and empowered to succeed.

Key Responsibilities:

• Own and optimize the Contact Center's strategy, operations, and performance.
• Lead, coach, and empower the Intake team to deliver consistent, high-quality client engagement.
• Set clear organizational goals, standards, and accountability, aligning with broader firm objectives.
• Monitor and report department KPIs; use data to identify trends, inform decisions, and drive continuous improvement.
• Collaborate with Human Resources on workforce planning, talent development, and selection aligned to culture and goals.
• Cultivate a culture of urgency, accountability, integrity, teamwork, and exceptional client service.
• Act as the primary escalation point for intake-related issues and client concerns, ensuring timely resolution.
• Ensure strict adherence to privacy, HIPAA/security requirements, and ethical guidelines governing non-attorney legal advice.
• Foster cross-functional partnerships with Attorneys, Management, and Support teams to optimize outcomes.
• Lead special projects and continuous process improvements as needed.

Minimum Qualifications:

• 5+ years of management experience in a high-volume environment (call center, intake, or professional services).
• Proven experience leading large teams (85+ employees) or equivalent scale.
• Track record of developing and implementing SOPs, policies, workflows, and quality assurance.
• Strong grasp of intake processes, client screening, lead qualification, and compliant communications.
• Proficient in data analysis, metrics-driven decision making, and translating insights into actions.
• Ability to manage competing priorities in a fast-paced setting.
• Experience implementing process improvements and managing organizational change.
• Proficiency with CRM, contact-center, reporting, and workforce-management tools.

Benefits We Offer:

• 401(k) with matching contributions
• Comprehensive health, dental, and vision insurance
• Life insurance and short-term disability coverage
• Paid time off and an employee assistance program
• Health savings account
• Referral program

Schedule:

• Full-time
• Monday – Friday, with flexibility after hours
• Onsite in a professional office setting

Equal Opportunity Statement: Farah & Farah provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

E-Verify: This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.