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