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Client Development Supervisor

CCK is seeking a Supervisor for its Client Development department. The Client Development Supervisor is responsible for the daily management of a high-volume call center, and leadership of Intake Specialists and Receptionists. This position requires an experienced individual with strong people management and process management skills. The Client Development Supervisor is specifically responsible for ensuring timely communication to all potential new clients (PNCs). This includes responding within hours to each inquiry, ensuring that a decision is made regarding representation within the required time period, ensuring that representation is offered or declined within the required time period, and that all supporting documentation is noted in the firm’s client relations management (CRM) software and case management software. Additionally, the Client Development Supervisor is responsible for promoting a positive and engaging work environment for all Intake Specialists and Receptionists.


The essential functions include, but are not limited to the following:

  • Works closely with Client Development Department Manager and fellow Client Development Supervisors to continuously evaluate processes and optimize efficiency of CCK’s client acquisition process
  • Keep Client Development Manager and Client Development leadership team apprised of any performance issues, personal issues of team that need to be addressed, and scheduling issues (current and future).
  • Manage intake and reception team performance and workload in order to reach targeted goals
  • Monitor calls to observe professionalism, technical accuracy, and adherence to firm policies and procedures of Intake Specialists and Receptionists, and provide feedback for improvement
  • Monitor individual, team, and call center statistics to ensure all intake leads move through the intake process to conclusion
  • Interview, hire, train, coach, and develop intake and reception team. Identify positive and negative performance trends to ensure attainment of team objectives.
  • Analyze phone call statistics and adjust and update schedules and/or procedures as the business requires
  • Address call escalations and complaints to ensure optimum intake experience for clients
  • Develop corrective action plans for staff experiencing performance, behavior and productivity issues
  • Prepare and conduct performance evaluations and deliver ongoing employee feedback at regular intervals
  • Serve as a resource for team members by assigning tasks, identifying training gaps, and providing re-training to ensure technical competency of the Intake process
  • Create and maintain a positive work environment conducting weekly staff meetings which encourage team participation
  • Serve as point of contact for vendors that support the Intake Department
  • Anticipate the needs of the Intake and reception departments by continuously evaluating processes for improvement
  • Perform other work-related duties as assigned


  • BA/BS degree from a 4-year college or university preferred
  • 2-5 years of experience supervising a fast-paced, high-volume call center or similar environment, managing metrics, statistics, and reporting
  • Ability to gather, analyze and report on call center metrics
  • Ability to manage difficult or emotional customer and/or employee situations
  • Ability to speak clearly and persuasively in positive or negative situations
  • Ability to build positive team spirit
  • Fluency in spoken and written English
  • Ability to organize own work and the workflow of the department
  • Reading comprehensive sufficient to efficiently read and understand case-related legal documents
  • Demonstrated supervisory, communication and writing skills
  • Ability to give presentations and deliver training
  • Ability to consistently report to work on time
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Demonstrated knowledge of MS Excel and MS Word
  • Ability to travel overnight (up to 10%) by land and/or air

Additional Details:

  • This role can be remote in the following states: CO, CT, FL, GA, MA, NJ, RI, SC, TX, & UT 
  • This is a full-time, salaried position. Days and hours are Monday – Friday 11:00am EST – 8:30pm EST. Hours may vary depending on business need for supervisor coverage. However, work outside of regular hours may be necessary and is expected.

Compensation & Benefits:

  • Annual salary is $50,000 – $55,000, depending on experience
  • CCK offers options for medical, dental, and vision insurance (including options for employer-paid medical insurance for the employee!) and other wellness benefits.
  • Gym membership reimbursement
  • 15 days of PTO (increasing over time) and 12 paid company holidays in 2024
  • 35 Work-from-home days per year that can be used for any reason.
  • 401k matching
  • Paid Parental Leave

To apply, please submit the following:

  • Resume
  • Cover Letter

Apply Now