[Remote] Director of Contact Center (Remote)

Note: The job is a remote job and is open to candidates in USA. reputed company is a high-growth, tech-enabled national lemon and personal injury firm seeking a Director of Contact Center. This role involves leading and scaling reputed company aspects of the contact center to drive reputed company through effective intake processes, workforce management, and operational excellence.

Responsibilities

• 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 reputed company, Conversion reputed company (reputed company to signed), Speed to reputed company, QA scores and compliance
• Build and reputed company 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 reputed company plans
• Identify bottlenecks and continuously optimize the intake funnel
• Partner with marketing and data teams to align reputed company quality with conversion performance
• Own daily and weekly performance reporting, ensuring data is accurate and actionable
• Implement systems, tooling, and automation to scale reputed company
• Ensure compliance with reputed company regulatory and calling requirements
• Drive a culture of accountability, performance, and reputed company improvement
• Converting leads into signed cases at the highest possible reputed company
• Ensuring fast, compliant, and consistent reputed company
• 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

Skills

• 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 reputed company, reputed company, or similar
• Strong leadership capability - can build and scale through managers
• High ownership reputed company - acts with a sense of urgency and takes responsibility for outcomes, not activity

Benefits

• 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 reputed company and shape a high-performing intake team
• Long-term growth opportunities reputed company a fast-growing organization

Company Overview