Now Hiring - Call Center Director in Sherman Oaks, CA

About us

Admediary is a people-driven, technology-enabled, full-service online performance marketing and media company... with a focus on lead generation.

ROLE

We are looking for a Call Center Director who will oversee the daily operations of the external and/or internal call centers for the Admediary CaseClients legal marketing division. The candidate will also have the capability to take charge, managing up results to the Executive team, and act as a liaison between our internal call center and law firm clients. Responsibilities include onboarding and implementation of new law firm clients and utilizing the company’s CRM to optimize the team and manage sales funnels. Candidate must have a high level of professionalism, be detail-oriented, and have strong relationship building and communication skills. A passion for client experience and helping people is required.

RESPONSIBILITIES

• Help onboard Legal advertisers in personal injury and mass tort
• Ability to implement and Test New Technology from Delivery Systems, Contact Services like Dialers and CRMs
• Actively Manage Reps to KPIs via Daily and MTD Reports utilized to manage up to ownership
• Review client documents such as fee agreements and intake scripts for accuracy and coordinate implementation with sales and tech teams
• Oversee the internal call center for client needs and team optimization
• Ongoing communication with the sales team to optimize lead quality, intake completion and client satisfaction
• Assist in developing reports on claimant sales funnels
• Represent CaseClients at tradeshows and on-site at clients/partners as needed
• Recruit, hire, manage and develop talent to ensure a continuous, strong employee pool

QUALIFICATIONS

• 3 + years’ experience doing intake management/case management and managing a team of 20 + in any of the legal fields of personal injury, mass torts, and/or class actions
• Strong organizational, verbal, written, and in-person communication skills are required
• Deep knowledge of MS Office and Excel
• Knowledge of CRMs and SaaS such as HubSpot, Vici Dialer, Aircall Reports and Implementation
• Superior communication skills via phone, email and Skype to help manage and analyze client business
• Must be able to work independently and manage up to drive results
• Thrives in a fast-paced, start-up environment
• Ability to show empathy and patience with a genuine desire to help people who are going through difficult times
• Foster and exhibit Admediary Values: Own it, Team First Mentality, Work Open, Ethics Before Profits, Autonomy, Continuous Growth
• Display a consistent positive, can-do attitude

Please note: This is a Hybrid role

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Sherman Oaks, CA: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Microsoft Office: 1 year (Required)
• Intake Management: 3 years (Required)
• Case management: 3 years (Required)
• SaaS: 1 year (Required)
• Call center: 3 years (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: One location