Global Call Center Manager

Process Improvement & Call Center Manager Location Carrollton, Texas | Onsite COMPENSATION & SCHEDULE$75,000+ annually, based on experienceFull-time, standard business hours (with flexibility as needed)W2 employment ROLE IMPACT The Process Improvement & Call Center Manager drives operational excellence across the firm's client intake and call center functions. This role ensures high-quality client interactions, streamlined workflows, and measurable performance improvements that directly impact client satisfaction and case acquisition. Success is defined by improved response times, optimized processes, increased conversion rates, and a high-performing, accountable team culture. Key ResponsibilitiesLead and manage daily call center and client intake operations, ensuring service levels, quality standards, and performance metrics are consistently metDesign, implement, and optimize workflows, standard operating procedures (SOPs), and performance dashboards to improve efficiency and scalabilityAnalyze KPIs (conversion rates, call handling time, abandonment rate, client satisfaction) and implement data-driven improvementsCoach, develop, and performance-manage supervisors and agents to drive accountability and continuous improvementPartner with leadership to align operational strategy with firm growth goals Minimum Qualifications5+ years of experience in call center operations or customer service leadership3+ years of experience leading process improvement initiatives (Lean, Six Sigma, or similar methodologies preferred)Proven track record of managing teams, improving KPIs, and scaling operational processes Core Tools & SystemsCRM platforms (Customer Relationship Management systems)Call center software (automatic call distribution, dialers, call monitoring tools)Workforce management and reporting toolsMicrosoft Office Suite, including advanced Excel for reporting and analysisPerformance dashboard and analytics platforms Preferred SkillsExperience in a professional services environment (law firm experience not required)Certification in Lean, Six Sigma, or other process improvement methodologiesStrong change management and cross-functional collaboration skills Legal Notice By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from CornerStone and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at:

Created: 2026-03-07