ovationlawfirm
Director of Contact Center (Remote)
United States · Director
Sponsorship not specifiedDetected 20 days ago
SalesforceOutbound SalesForecastingLeadershipMentoring
About the role
- Join a high-growth, tech-enabled national lemon and personal injury firm and take full ownership of the intake engine - the front line of revenue.
- This role is responsible for leading and scaling all aspects of the contact center, including intake, workforce management, QA, training, operational excellence, and analytics.
- This is a revenue-driving operation reporting to the Chief Revenue Officer.
Responsibilities
- Own the contact center end-to-end, including: Intake (inbound, outbound, sms, email, warm transfers), Workforce Management (WFM), Quality Assurance (QA), Training & onboarding, Operational Excellence, Reporting & Analytics
- Drive core KPIs: Contact rate, Conversion rate (lead to signed), Speed to lead, QA scores and compliance
- Build and lead the management layer (functional owners, supervisors, team leads)
- Identify bottlenecks and continuously optimize the intake funnel
- Partner with marketing and data teams to align lead quality with conversion performance
- Own daily and weekly performance reporting, ensuring data is accurate and actionable
- Implement systems, tooling, and automation to scale efficiently
- Drive a culture of accountability, performance, and continuous improvement
- Converting leads into signed cases at the highest possible rate
- Building a scalable, high-performing intake organization
Requirements
- Proven experience leading large-scale contact center operations (100+ agents)
- Experience owning multiple functions (WFM, QA, training, analytics), not just frontline ops
- Experience with platforms like Five9, Salesforce, or similar
Compensation
- Competitive compensation commensurate with experience
Benefits
- Health, dental, and vision insurance benefits
- Paid time off (PTO)
- Long-term growth opportunities within a fast-growing organization
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