Director of Contact Center (Remote)

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    "departmentLabel": "Intake",
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    "datePosted": "2026-06-16",
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    "description": "<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">About The Role</span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">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.</span></p>\n<p><br><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">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.</span></p>\n<p><br><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">This is not a support function. This is a revenue-driving operation reporting to the Chief Revenue Officer.</span><br></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">What You'll Do</span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Own the contact center end-to-end, including: Intake (inbound, outbound, sms, email, warm transfers), Workforce Management (WFM), Quality Assurance (QA), Training &amp; onboarding, Operational Excellence, Reporting &amp; Analytics</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Drive core KPIs: Contact rate, Conversion rate (lead to signed), Speed to lead, QA scores and compliance</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Build and lead the management layer (functional owners, supervisors, team leads)</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Establish tight operating rhythms across: Demand, scheduling, and staffing models, QA feedback loops and coaching, Training programs and ramp plans</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Identify bottlenecks and continuously optimize the intake funnel</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Partner with marketing and data teams to align lead quality with conversion performance</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Own daily and weekly performance reporting, ensuring data is accurate and actionable</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Implement systems, tooling, and automation to scale efficiently</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Ensure compliance with all regulatory and calling requirements</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Drive a culture of accountability, performance, and continuous improvement</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">What You're Responsible For</span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Converting leads into signed cases at the highest possible rate</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Ensuring fast, compliant, and consistent outreach</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Building a scalable, high-performing intake organization</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Owning the data, metrics, and insights that drive decision-making</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Developing leaders and creating accountability at every level</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">What We're Looking For</span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Proven experience leading large-scale contact center operations (100+ agents)</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience owning multiple functions (WFM, QA, training, analytics), not just frontline ops</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Highly data-driven with strong operational instincts</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Deep understanding of: Call center performance metrics, Conversion optimization, Workforce planning and forecasting</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience with platforms like Five9, Salesforce, or similar</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strong leadership capability - can build and scale through managers</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">High ownership mindset - acts with a sense of urgency and takes responsibility for outcomes, not activity</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">What Success Looks Like</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Consistent improvement in conversion, contact rate, and speed-to-lead</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Fully aligned and high-functioning WFM, QA, training, and analytics functions</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Clean, reliable reporting that drives daily decision-making</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strong leadership bench across managers, supervisors, and functional leads</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">A scalable, predictable intake engine that supports aggressive growth</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">What We Offer</span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Competitive compensation commensurate with experience</span><br></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Health, dental, and vision insurance benefits</span><br></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Paid time off (PTO)</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Opportunity to directly influence the growth and success of a rapidly expanding law firm</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">A leadership role with visibility and direct interaction with executive leadership</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">The opportunity to develop and shape a high-performing intake team</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Long-term growth opportunities within a fast-growing organization</span></li>\n</ul>",
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