Position: Call Center Manager

Position: Call Center Manager – Class Action (Mass Tort) Settlements
Status: Full-time
Education Level: Bachelor’s Degree (or equivalent) preferred
Experience: 3+ years in Call Center Management

Job Description:

Heffler Claims Group administers class action settlements in consumer, antitrust, securities, antitrust, employment and other class action and mass tort matters. As part of our procedures in administering a class action settlement, we are responsible for mailing notices to potential class members, receiving and reviewing claims filed by individuals, businesses and other entities, calculating losses and auditing claims to determine the extent of the damages incurred. We also process settlement checks under the courts direction.  As part of our procedures in administering settlements, we are responsible for establishing and maintaining inbound and/or outbound call center services for Clients and Class Members to call.

Key Responsibilities for Call Center Manager:

• Determines call center operational strategies by conducting needs assessments
• Maintain adequate staffing levels to handle projected case/settlement work on a daily basis
• Provide growth and improvement opportunities for staff through appropriate coaching
• Conduct one-on-one performance review, teams meetings and coaching sessions as needed
• Establish call center systems by developing customer interaction and voice response systems for individual cases/settlements
• Set-up new projects/cases and staffing model for new projects under tight client and court-ordered deadlines
• Manage and maintain highly sensitive data, train and supervise staff on handling sensitive client data (e.g., personally identifiable information, medical history and personal injury information for settlement and mass tort projects)
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans
• Accomplishes call center objectives by recruiting, selecting, orienting, training, assigning, coaching, and counseling employees
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
• Creation and fostering of a professional office atmosphere and team culture
• Other duties as the needs of the business indicate


• Bachelor’s Degree (or equivalent) preferred
• 3+ years in inbound and or outbound Call Center Management
• Flexible schedule based on call center hours
• Ability to foster relationships and build teams
• Attention to detail
• Strong verbal and written communication skills


• Healthcare/Dental Insurance
• Life Insurance
• Long Term Disability Insurance
• 401K Retirement Plan Participation with Employer Match
• Pre-Tax Cafeteria/Section 125 Plan
• Professional Development
• Transportation Benefits
• Payroll Direct Deposit

About the firm:

Make your contribution to our growing practice! Heffler Claims Group offers a dynamic work environment that fosters teamwork, professional development and career advancement. With a dedicated team of professionals and state-of-the-art platforms, Heffler offers services for all phases of the settlement process, including planning and implementing a Notification program, designing custom databases and websites, providing all manner of call services through our enterprise call center, administering the claims process, and handling the distribution stages and escrow agent and tax services for cases. Our in-house media company, HF Media LLC, is comprised of a nationally recognized team with more than 50 years of combined media and communication experience, spanning hundreds of court approved legal notice programs. Heffler is headquartered in Philadelphia, PA and has additional locations in California, New Jersey, New York, Oklahoma, and Oregon.  For more information about our company please visit www.hefflerclaims.com.

If the above describes you, and you seek a challenging opportunity, we look forward to hearing from you!

Interested applicants, please forward your resume in confidence to:
Heffler Claims Group LLC
Attn: Office Administration
1515 Market Street, Suite 1700
Philadelphia, PA 19102
E-mail: rbertino@hefflerclaims.com




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