Director of Contact Center

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

Originally posted on Himalayas