Great Contact Center Opportunity with a Fast-Growing Internet Company! LegalZoom.com is the #1 provider of online legal documents and filings for small businesses and consumers.

Founded in 2000, we've helped hundreds of thousands of customer nationwide incorporate a business, register a trademark, write a will, create a living trust and more, all at savings of up to 85% as compared to using a lawyer.

Our company is profitable and continues to grow rapidly.

Contact Center Manager LegalZoom.com Job Description: Oversee the daily operation of the Customer Support Contact Center, providing leadership, management and strategy for our support organization.

Implement effective processes and technologies to achieve friendly and knowledgeable product support, customer retention, employee satisfaction and financial goals.

Manage multi-functional team of 10 to 20 Customer Service Representatives ranging from assistant managers to full- to part-time Customer Support Representatives.

Primary Responsibilities: - Oversee the delivery of friendly and knowledgeable customer communication across multiple channels including: email, voice, chat, and web or voice self service.

- Recruit, lead and develop high-performing customer support staff.

- Develop and manage workforce planning, forecasting, and staffing.

- Be a part of training processes that deliver on Service Level Agreements (SLAs) and performance goals.

- Develop and maintain reporting to monitor operational and financial performance metrics and service level goals.

- Analyze trends to drive customer service improvements.

- Implement and maintain quality monitoring processes.

- Develop the processes and foster the culture that leverages customer and staff feedback to continuously improve operations, products and service.

- Ensure timely delivery of CSR Monthly Performance Check-In and Annual Performance Reviews.

- Develop and maintain CSR and customer self-help capability through successful knowledge management processes.

- Collaborate with LZ Product Groups and Marketing to ensure proper support for current and new products and online and offline campaigns.

- Participate in quarterly Planning and Goal setting process.

- Implement reward and recognition to acknowledge exceptional performance.

- Coach, counsel and administer disciplinary action as required.

Basic Qualifications/Experience: - 6-8 years customer service experience in a high-volume contact center environment.

- BS or BA or equivalent experience.

- Proficiency with, and the ability to rapidly navigate between, the following applications and systems: o Windows XP o MS Internet Explorer o Internet search engines, including but not limited to Google & Yahoo o Microsoft Office, including strong skills in Excel, Word & Outlook - Functional excellence in Customer Support systems, processes and procedures.

- Excellent process improvement skills.

- Outstanding organizational skills, and the ability to juggle multiple tasks and priorities.

- Utilizes strong problem-solving and decision-making skills to drive customer satisfaction.

- Able to identify, initiate and embrace change to support continuous improvement within the department and organization.

- Consistently manages in a fast-paced environment.

- Builds and maintains strong collaborative relationships with internal and external business partners.

- Demonstrates exceptional written and verbal communication skills.

- Basic understanding of internet and call/contact center technologies - Willing to work a variety of shifts as needed and be on-call for the center.

Preferred Qualifications/Experience: - Prior legal training or legal coursework.

- Previous work in a legal environment as a paralegal, law school, etc. - Experience processing complex documents such as loan applications.

LegalZoom.com offers a fun, challenging work environment with autonomy for the self-starter.

If you wish to join our team, please send your resume & cover letter to employment [at] legalzoom [dot] com [dot]

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