Please send your resume (CV) in English.
"This position is not remote and requires the candidate to be located in Tijuana."
Avian Law Group is seeking a highly experienced Call Center Supervisor to lead our Tijuana office intake and sales team. This role is ideal for a proven call center leader with 10+ years of experience managing high-performing teams in a fast-paced, high-volume environment.
The Call Center Supervisor will oversee the daily performance of our legal intake team, ensuring that every potential client receives fast, professional, compassionate, and effective service from the very first call. This position requires strong leadership, excellent communication skills, and a deep understanding of sales conversion, client intake, call quality, follow-up discipline, and team accountability.
Our intake department is the first point of contact for people seeking help after serious accidents and injuries. The right candidate will know how to balance empathy with urgency, professionalism with performance, and client care with strong sales execution.
Key Responsibilities
Lead, coach, and manage a team of intake representatives handling inbound and outbound calls from potential clients.
Oversee the full intake process, including lead qualification, case screening, client communication, appointment setting, follow-up, and signed retainer conversion.
Drive performance across key sales and intake metrics, including speed to lead, answer rate, contact rate, booking rate, conversion rate, signed cases, call quality, and follow-up completion.
Train intake representatives on consultative sales techniques, objection handling, urgency creation, client empathy, and professional communication.
Monitor live calls and recorded calls to ensure quality, accuracy, compliance, professionalism, and alignment with Avian Law Group standards.
Create and improve scripts, call flows, intake procedures, follow-up sequences, and escalation protocols.
Ensure leads are handled quickly and consistently across phone, web form, text, email, chat, referrals, and marketing campaigns.
Work closely with attorneys, case managers, marketing, and operations to ensure qualified leads move smoothly from intake to case opening.
Identify bottlenecks in the intake process and implement solutions to improve conversion, efficiency, and client experience.
Set daily, weekly, and monthly performance goals for the intake team and hold team members accountable.
Prepare reports on call volume, lead sources, conversion performance, staffing needs, missed opportunities, and team productivity.
Manage scheduling, attendance, coverage, breaks, shift planning, and team workflow to ensure the department is properly staffed.
Maintain a professional, motivated, and results-driven call center culture.
Required Qualifications
Minimum 10+ years of call center experience, with significant experience in a supervisory, manager, or senior leadership role.
Strong background in sales, intake, lead conversion, customer service, or client acquisition.
Experience managing high-volume inbound and outbound call teams.
Excellent English and Spanish communication skills required.
Proven ability to train, coach, motivate, and hold representatives accountable.
Strong understanding of KPIs, performance dashboards, call monitoring, quality assurance, and conversion tracking.
Ability to manage pressure, competing priorities, urgent leads, and time-sensitive client situations.
Professional, organized, detail-oriented, and highly accountable.
Strong problem-solving skills and ability to improve systems, scripts, and workflows.
Comfortable working with CRM systems, phone systems, call tracking tools, spreadsheets, and performance reports.
Preferred Qualifications
Experience in legal intake, personal injury, medical intake, insurance claims, healthcare, finance, debt settlement, lead generation, or another high-trust consultative sales environment.
Experience with platforms such as Lead Docket, Filevine, CASEpeer, RingCentral, Dialpad, CallRail, Salesforce, HubSpot, or similar systems.
Experience building or improving intake departments, sales teams, or call center operations.
Strong understanding of personal injury intake, including accident details, injury information, treatment status, insurance details, liability questions, and urgency of follow-up.
What We Are Looking For
We are looking for a serious, experienced leader who can take ownership of the intake floor and raise the standard of performance. This person should be comfortable managing experienced representatives, developing new team members, reviewing numbers daily, listening to calls, correcting issues quickly, and pushing the team toward higher conversion without sacrificing professionalism or client care.
The ideal candidate understands that intake is both client service and sales. Every call must be handled with compassion, confidence, urgency, and control. The supervisor must know how to help representatives build trust, ask the right questions, explain the value of the firm, overcome hesitation, and move qualified clients toward signing.
Benefits
Competitive compensation package based on experience and qualifications.
Opportunity to lead a growing intake team for a high-performance law firm.
Professional growth within operations, intake, sales, and client services leadership.
Supportive team environment with clear performance expectations.
Long-term career opportunity for the right leader.
Application Question
Please include a brief summary of your call center leadership experience, the size of the teams you have managed, and your experience with sales, intake, or lead conversion.
Tipo de puesto: Tiempo completo
Sueldo: $20,000.00 - $30,000.00 al mes
Puede trasladarse/mudarse:
- Tijuana, B.C.: Trasladarse al trabajo sin problemas o planear mudarse antes de comenzar a trabajar (Obligatorio)
Idioma:
Lugar de trabajo: Empleo presencial
