Director of Contact Center (Remote)
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. You will directly impact conversion, speed-to-lead, lead quality, and overall firm performance.
This is not a support function. This is a revenue-driving operation reporting to the Chief Revenue Officer.
What You'll Do
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)
Establish tight operating rhythms across: Demand, scheduling, and staffing models, QA feedback loops and coaching, Training programs and ramp plans
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
Ensure compliance with all regulatory and calling requirements
Drive a culture of accountability, performance, and continuous improvement
What You're Responsible For
Converting leads into signed cases at the highest possible rate
Ensuring fast, compliant, and consistent outreach
Building a scalable, high-performing intake organization
Owning the data, metrics, and insights that drive decision-making
Developing leaders and creating accountability at every level
What We're Looking For
Proven experience leading large-scale contact center operations (100+ agents)
Experience owning multiple functions (WFM, QA, training, analytics), not just frontline ops
Highly data-driven with strong operational instincts
Deep understanding of: Call center performance metrics, Conversion optimization, Workforce planning and forecasting
Experience with platforms like Five9, Salesforce, or similar
Strong leadership capability - can build and scale through managers
High ownership mindset - acts with a sense of urgency and takes responsibility for outcomes, not activity
What Success Looks Like
Consistent improvement in conversion, contact rate, and speed-to-lead
Fully aligned and high-functioning WFM, QA, training, and analytics functions
Clean, reliable reporting that drives daily decision-making
Strong leadership bench across managers, supervisors, and functional leads
A scalable, predictable intake engine that supports aggressive growth
What We Offer
Competitive compensation commensurate with experience
Health, dental, and vision insurance benefits
Paid time off (PTO)
Opportunity to directly influence the growth and success of a rapidly expanding law firm
A leadership role with visibility and direct interaction with executive leadership
The opportunity to develop and shape a high-performing intake team
Long-term growth opportunities within a fast-growing organization
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. You will directly impact conversion, speed-to-lead, lead quality, and overall firm performance.
This is not a support function. This is a revenue-driving operation reporting to the Chief Revenue Officer.
What You'll Do
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)
Establish tight operating rhythms across: Demand, scheduling, and staffing models, QA feedback loops and coaching, Training programs and ramp plans
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
Ensure compliance with all regulatory and calling requirements
Drive a culture of accountability, performance, and continuous improvement
What You're Responsible For
Converting leads into signed cases at the highest possible rate
Ensuring fast, compliant, and consistent outreach
Building a scalable, high-performing intake organization
Owning the data, metrics, and insights that drive decision-making
Developing leaders and creating accountability at every level
What We're Looking For
Proven experience leading large-scale contact center operations (100+ agents)
Experience owning multiple functions (WFM, QA, training, analytics), not just frontline ops
Highly data-driven with strong operational instincts
Deep understanding of: Call center performance metrics, Conversion optimization, Workforce planning and forecasting
Experience with platforms like Five9, Salesforce, or similar
Strong leadership capability - can build and scale through managers
High ownership mindset - acts with a sense of urgency and takes responsibility for outcomes, not activity
What Success Looks Like
Consistent improvement in conversion, contact rate, and speed-to-lead
Fully aligned and high-functioning WFM, QA, training, and analytics functions
Clean, reliable reporting that drives daily decision-making
Strong leadership bench across managers, supervisors, and functional leads
A scalable, predictable intake engine that supports aggressive growth
What We Offer
Competitive compensation commensurate with experience
Health, dental, and vision insurance benefits
Paid time off (PTO)
Opportunity to directly influence the growth and success of a rapidly expanding law firm
A leadership role with visibility and direct interaction with executive leadership
The opportunity to develop and shape a high-performing intake team
Long-term growth opportunities within a fast-growing organization