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 :

Bonus If You Have :

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.