Call Center Performance Manager

Call Center Performance Manager – Intake

Location: Office

Compensation: Base Salary + Uncapped Commission

About the Role:

We're hiring a process-obsessed, data-driven Call Center Performance Manager to lead a team of 10 intake reps responsible for signing legal cases. This role demands a rigid attention to detail, strong process enforcement, and the ability to hold people accountable — consistently and without drama. You'll thrive here if you manage with logic, enforce rules without wavering, and care more about outcomes than office politics.

Key Responsibilities

• Enforce adherence to CRM, Balto scripts, QA processes, and follow-up workflows
• Lead daily performance huddles with a focus on hard metrics
• Audit call recordings and CRM entries regularly
• Own rep performance scorecards and issue write-ups when thresholds are missed
• Identify coaching opportunities based on call trends and rep data
• Report daily and weekly performance to leadership
• Optimize lead distribution and shift coverage with scheduling team
• Work cross-functionally with QA, legal, and tech support

Key Metrics:

• 7- and 30-day conversion rates
• Signed case volume per rep
• QA compliance and script adherence
• CRM utilization and call documentation
• Shift productivity and rep attendance
• 90-Day Ramp Plan
• Weeks 1–2: Learn systems, shadow reps, audit processes
• Weeks 3–4: Start huddles, conduct rep reviews, initiate performance enforcement
• Month 2: Own dashboards and KPIs, escalate underperformance, coach middle performers
• Month 3: Implement process improvements, document new SOPs, recommend systemic fixes

Bonus If You Have:

• Experience in legal intake, healthcare intake, or high-volume inbound sales
• Familiarity with Convoso, AIF, Balto, or similar tools
• Proven record of improving team KPIs in under 90 days

About us:
We're a fast-growing lead generation marketing company helping attorneys and law firms grow
their practices through high-quality client acquisition solutions. Our team is passionate about
delivering results and exceptional service — and we're expanding our Intake department
to keep up with demand.

This position is ideal for someone who embodies our core values: - Purpose — You believe in the
mission of helping clients get the justice they deserve. - Resilience — You stay calm and clear-headed
under pressure. - Accountability — You take ownership of your clients and their outcomes. - Success
Driven — You look for every opportunity to add value and grow revenue. - Excellence — You take pride
in polished communication, detailed documentation, and efficient processes.

Please complete the following survey to be considered for this role.