Director of Contact Center Operations & Technology

Director of Contact Center Operations & Technology

The Director of Contact Center Operations & Technology is a strategic, results-driven leader responsible for optimizing the performance, technology, and people that power our intake and contact center organization. This individual will drive the vision and execution of a best-in-class operation focused on lead conversion, intake excellence, and customer experience. We're seeking a proven operator with deep expertise in legal intake management—ideally within a personal injury or high-volume legal services environment—who thrives on improving contact rates, conversion, and customer satisfaction through people, process, and technology innovation. This role oversees both inbound and outbound call operations, including bilingual (English/Spanish) teams, and will ensure every interaction maximizes conversion potential. The ideal candidate combines operational excellence with hands-on experience in CRM and intake platforms such as Lead Docket, Salesforce, or comparable systems, and brings a data-driven mindset to performance management, technology adoption, and team leadership.

Key Responsibilities

• Strategic Leadership & Operations
• Define and execute a scalable contact center and intake strategy aligned with firm growth objectives, emphasizing lead conversion, customer satisfaction, and operational efficiency.
• Lead inbound and outbound operations across multiple channels (voice, chat, SMS, social, email, and ground engagement), maintaining excellence in performance, productivity, and conversion.
• Manage intake KPIs including missed calls, abandoned calls, contact rates, and conversion rates, ensuring accountability and continuous improvement.
• Partner closely with Marketing to ensure alignment on lead flow, lead quality, and campaign follow-up, providing insights and feedback to enhance the overall funnel performance.
• Report intake and contact center performance to firm leadership, delivering trend analyses, insights, and data-driven recommendations to inform business decisions.

Technology & Process Innovation

• Champion adoption and optimization of modern contact center technologies, including AI-driven analytics, automation, and omni-channel CRM systems.
• Evaluate and enhance CRM and intake systems (e.g., Lead Docket, Salesforce) to streamline workflows, improve data capture, and increase conversion efficiency.
• Collaborate with IT and vendor partners to implement next-generation tools that elevate client experience and team productivity.

Team Leadership & Culture

• Lead, coach, and inspire a bilingual (English/Spanish) team of managers and associates, fostering a culture of accountability, empowerment, and continuous improvement.
• Oversee resource planning, recruiting, onboarding, training, and retention to build a sustainable, high-performing team.
• Create an environment that celebrates excellence, encourages feedback, and drives measurable results.

Customer Experience & Revenue Growth

• Design and implement strategies that enhance the intake experience and improve conversion from inquiry to retained client.
• Leverage analytics to identify performance gaps and opportunities across the intake funnel, implementing solutions that increase efficiency and conversion.
• Align closely with Marketing and Sales to translate lead intelligence into improved contact strategies and customer outcomes.

Governance & Compliance

• Ensure all intake and contact center activities comply with legal, ethical, and internal firm standards.
• Maintain rigorous reporting, quality monitoring, and compliance frameworks to ensure accountability and transparency.

Requirements

• Education & Experience
• Bachelor's degree required; MBA or advanced degree preferred.
• 10+ years of contact center leadership experience, with 5+ years in legal intake or lead conversion environments strongly preferred.
• Proven success in managing inbound and outbound sales or intake operations with measurable improvement in conversion and performance.
• Experience leading bilingual or multilingual teams preferred.
• Track record of collaboration with Marketing and cross-functional teams to optimize lead management and campaign performance.
• Hands-on expertise with CRM and intake platforms (Lead Docket, Salesforce, or similar).

Skills & Competencies

• Strategic and analytical mindset with proven ability to translate data into actionable insights.
• Deep understanding of intake performance metrics and how to drive improvement across KPIs.
• Strong leadership, coaching, and communication skills.
• Experience managing technology integrations, automation initiatives, and process improvement programs.
• Proficiency in workforce management, analytics, and reporting platforms.

Why This Role Matters

This is a transformative leadership opportunity at the intersection of intake excellence, technology, and business growth. The Director of Contact Center Operations & Technology will shape the firm's first impression with every prospective client—elevating performance, conversion, and client experience while fostering a culture of innovation and accountability.