Assistant Manager - Contact Center (Account Rep. III)

| Austin

Assistant Manager, Contact Center

 

LegalZoom needs an experienced leader in overseeing the daily operation of LegalZoom’s Contact Center teams, providing leadership and supervision.  Implement effective processes and technologies to achieve friendly and knowledgeable product support, customer retention, employee satisfaction and financial goals. Supervise a team of Account Representatives.  Support the maintenance of accurate documentation to ensure quality customer service throughout the organization. Supervise the team’s quality phone support, email, effective problem escalations, appropriate documentation, revenue generation, and partner opt-in rate. Willing to work a variety of shifts as needed and be on-call for the center.  Have highly effective skills in communication, as well as a proven track record in problem-solving, team building; call center operations, and technical management.

 

What you’ll do:

 

  • Coach employees in proper job performance techniques and procedures
  • Consistently manages and tracks employee performance
  • Drive and maintain high employee engagement, empowerment, and overall morale
  • Oversee employee and customer interactions
  • Collaborate with workforce on business needs
  • Analyze data trend reporting to drive customer experience improvements
  • Drive team performance in overall revenue, partner offerings, and customer service levels
  • Consistently meets forecasted KPIs and manages to a sales quota
  • Promote and coach to LegalZoom’s selling techniques
  • Collaborate with LegalZoom product and marketing groups to ensure proper support for current and new products and online and offline campaigns as needed
  • Participate in monthly, quarterly and annual planning and goal setting process
  • Implement and manage reward programs to drive exceptional performance
  • Coach, counsel, and administer disciplinary action as required
  • Be a part of the candidate selection process as needed
  • Ambassador of LegalZoom culture and values

 

 

 

 Qualifications:

 

  • BS or BA or equivalent experience preferred
  • 1-3 years of sales experience in a high-volume contact center, legal or service environment (preferred)
  • Knowledge of Salesforce, Slack, and MS Office applications (preferred)
  • Exceptional written and verbal communication skills
  • Must have flexible schedule, including availability on evenings, weekends and holidays
  • Ability to manage multiple projects
  • Highly ethical individual with a strong desire to succeed both professionally and personally
  • Motivated self-starter
  • Detail-oriented & results-driven
  • Positive-thinking and team-oriented
  • The ability to motivate and inspire a team
Read Full Job Description

Location

9900 Spectrum Dr, Austin, TX 78717

What are LegalZoom Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Perks & Discounts
Company Outings

Additional Perks + Benefits

Benefits are an important part of your total rewards package here at LegalZoom. We offer a competitive and comprehensive benefits package with various choices for your and/or family members’ welfare needs. We provide these benefits not only to support you through important events in your life, but also to enhance your life outside work and help you prepare for the future.

More Jobs at LegalZoom12 open jobs
All Jobs
Design + UX
Dev + Engineer
HR
Legal
Operations
Product
Project Mgmt
Sales