Our client, a multi-practice law firm in Philadelphia, is seeking an Office Supervisor to oversee daily operations of their in‑person and remote contact centers. Their firm is dedicated to providing exemplary legal services with integrity, mutual respect, and strong commitment to community service. They foster a pleasant, rewarding workplace that supports professional growth and values teamwork. This full‑time, onsite role is ideal for a proactive leader who excels in supervising staff, managing workflow, and optimizing operational efficiency.

About You

• Bachelor's or Associate degree preferred
• Minimum 5 years of call center and/or collections experience
• Proven leadership background with experience supervising, coaching, and delegating work
• High level of integrity and strong sense of urgency
• Excellent judgment, problem‑solving skills, and attention to detail
• Strong written and verbal communication skills; able to interact confidently at all levels
• Highly organized and comfortable working under pressure
• Ability to maintain confidentiality and exercise discretion
• Bilingual candidates preferred
• Availability Monday-Friday, 8:30 AM-5:00 PM, with flexibility for additional hours as needed

About the Job

• Oversees daily operations of both the in‑person and remote contact centers to ensure exceptional customer service.
• Conducts comprehensive training for customer service representatives, including temporary and permanent staff.
• Develops and maintains a "Best Practices" plan to improve efficiency and standardize procedures.
• Monitors productivity through direct observation and performance data, providing daily feedback and coaching.
• Recommends assignments, promotions, and disciplinary actions based on performance evaluations.
• Analyzes volume trends in calls, foot traffic, and document processing to plan staffing and workflow needs.
• Identifies accounts that would benefit from outreach and prepares outbound call lists for representatives.
• Maintains accurate attendance, performance, and quality‑control records.
• Tracks daily in‑person foot traffic and adjusts staffing and coverage as needed.
• Creates and manages break and lunch schedules to maintain optimal service levels, with a goal of answering 90% of inbound calls.
• Ensures timely handling of mail, returned mail, payments, and other processed documents.
• Confirms all office and phone equipment is functioning properly and coordinates with IT when issues arise.
• Updates training materials and reviews policy changes with staff.
• Manages inventory and orders office supplies through approved vendors.