[Remote] Director of Contact Center (Remote)

Note: The job is a remote job and is open to candidates in USA. Ovation Law Firm is a high-growth, tech-enabled national lemon and personal injury firm seeking a Director of Contact Center. This role involves leading and scaling all aspects of the contact center to drive revenue through effective intake processes, workforce management, and operational excellence.ResponsibilitiesOwn 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 & AnalyticsDrive core KPIs: Contact rate, Conversion rate (lead to signed), Speed to lead, QA scores and complianceBuild 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 plansIdentify bottlenecks and continuously optimize the intake funnelPartner with marketing and data teams to align lead quality with conversion performanceOwn daily and weekly performance reporting, ensuring data is accurate and actionableImplement systems, tooling, and automation to scale efficientlyEnsure compliance with all regulatory and calling requirementsDrive a culture of accountability, performance, and continuous improvementConverting leads into signed cases at the highest possible rateEnsuring fast, compliant, and consistent outreachBuilding a scalable, high-performing intake organizationOwning the data, metrics, and insights that drive decision-makingDeveloping leaders and creating accountability at every levelSkillsProven experience leading large-scale contact center operations (100+ agents)Experience owning multiple functions (WFM, QA, training, analytics), not just frontline opsHighly data-driven with strong operational instinctsDeep understanding of: Call center performance metrics, Conversion optimization, Workforce planning and forecastingExperience with platforms like Five9, Salesforce, or similarStrong leadership capability - can build and scale through managersHigh ownership mindset - acts with a sense of urgency and takes responsibility for outcomes, not activityBenefitsHealth, dental, and vision insurance benefitsPaid time off (PTO)Opportunity to directly influence the growth and success of a rapidly expanding law firmA leadership role with visibility and direct interaction with executive leadershipThe opportunity to develop and shape a high-performing intake teamLong-term growth opportunities within a fast-growing organizationCompany OverviewOvation Law Firm is a consumer-focused law firm dedicated to helping people take on powerful companies and win. It was founded in 2023, and is headquartered in Lehi, Utah, US, with a workforce of 51-200 employees. Its website is https://www.OvationLawFirm.com.