Call Center (Intake) Manager

The Allen Law Firm, a leader in protecting the injured for generations, is seeking a Call Center Manger ( Intake Manager ) in our Richmond, VA office. Leveraging a client-centric approach, this position will inspire and lead a team of specialists to deliver superior customer service to prospective clients during their first interactions with the Firm. Successful candidates are conditioned to fast-paced working environments and deliver highly accurate and detail-oriented results.

In this role, you will:

• Oversee Intake Specialist as they guide prospective clients through initial case opening procedures, including data gathering and input, responses to inquires or concerns, and de-escalation, as necessary.
• Monitor and improve center performance through performance assessment, data tracking and analysis, system audits and other quality assurance measures.

• Lead team of eleven (11) direct reports by championing a collaborative, communicative, results-oriented team environment - emphasizing productivity and efficiency in daily matters.

To be considered for this role, you will have:

• A Bachelors Degree in Business Administration, Communications, or related field
• A minimum of five (5) years of management experience within a customer service-based industry, including legal services or other related professional services organization (advertising, finance, etc.)
A minimum of three (3) years of call center experience

The financial benefits of working at Allen & Allen include competitive salaries, generous PTO accrual, 401k contribution and a 401k match, paid parental leave, tuition reimbursement, employer paid short and long-term disability, and life insurance. Additionally, we offer a health and dental plan at no cost to you for employee coverage!

More than 100 years in the making, The Allen Law Firm is the oldest and largest Personal Injury law firm in Virginia. With 7 locations throughout the Commonwealth, and growing, we seek to be the "superior choice" for both future clients and employees.

To learn more about Allen & Allen and its rich tradition, generous benefits, and open positions, visit us at

We look forward to welcoming you to the #IAmAnAllen family.

EEO Statement: Our Firm is committed to equal opportunity employment. We will not discriminate against employees or applicants for employment on the basis of race, color, religion, sex, sexual orientation, age, national origin, disability, martial status, citizenship or any other characteristic protected by law.