Contact Center Director

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Contact Center Director

At Farah & Farah, we take pride in being the go-to personal injury law firm throughout Florida and Georgia. Our foundation is built on honesty, hard work, and a wealth of experience that our clients can always rely on.
We're looking for a Contact Center Director who is a proactive, driven, and adaptable leader with the ability to guide a high-performing, high-volume team through changing priorities and growth. This person will combine strong operational oversight with a sales-driven mindset and a people-first leadership style. This role requires a dynamic and seasoned contact center professional who will build structure, accountability, and momentum while ensuring team members feel supported, motivated, and empowered to succeed. A commitment to exceptional client service, sales performance, and achieving operational goals are key characteristics for the Contact Center Director and the intake team.
Key Responsibilities:
Own and optimize the Contact Center's strategy, operations, and performance.
Lead, coach, and empower the intake team to deliver consistent, high-quality client engagement that builds trust and maximizes opportunities to convert prospects into retained clients.
Set clear organizational goals, standards, and accountability, aligning with broader firm objectives.
Ensure the delivery of critical contact center processes including:

Appropriate contact center planning, scheduling, staffing and service level (average speed to answer) monitoring across all contact center hours of operation
Training that enables the intake team to deliver excellent service to clients, accurately and thoroughly review information and document interaction notes in the company's desktop system(s), comply with company policies and procedures in all contact handling activities
A structured performance management program that drives team and individual achievement relative to the goals outlined by company leadership
A reporting suite to deliver operational performance results, trends and insights to company leadership on a regular basis
An engaged employee base capable of representing the company appropriately in all interactions with prospective and existing clients

Monitor department KPIs which include conversion rates; use data to identify trends, inform decisions, manage performance and drive continuous improvement.
Collaborate with Human Resources on workforce planning, talent development, and selection aligned to culture and goals.
Build and sustain a sales-driven culture of urgency, accountability, integrity, teamwork, and exceptional client service.
Establish an escalation process for handling intake-related issues and client concerns, ensuring timely resolution.
Ensure strict adherence to privacy, HIPAA/security requirements, and ethical guidelines governing non-attorney legal advice.
Foster cross-functional partnerships with Attorneys, Management, and Support teams to optimize outcomes.
Lead special projects and continuous process improvements as needed.
Serve as a point of contact for any vendor organizations that support the contact center
Minimum Qualifications:
5+ years of management experience in a high-volume environment (call center, intake, or professional services).
Proven experience leading large teams (85+ employees) or equivalent scale.
Track record of developing and implementing SOPs, policies, workflows, and quality assurance.
Strong grasp of intake processes, client screening, lead qualification, and compliant communications with proven ability to convert qualified leads into retained clients through effective training, engagement, follow up, and relationship building.
Proficient in data analysis, metrics-driven decision making, and translating insights into actions.
Ability to manage competing priorities in a fast-paced setting.
Experience implementing process improvements and managing organizational change.
Proficiency with CRM, contact center, reporting, and workforce-management tools.
Benefits We Offer:
401(k) with matching contributions
Comprehensive health, dental, and vision insurance
Life insurance and short-term disability coverage
Paid time off and an employee assistance program
Health savings account
Referral program
Schedule:
Full-time
Monday - Friday, with flexibility after hours
Onsite in a professional office setting
Equal Opportunity Statement: Farah & Farah provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
E-Verify:

This employer participates in E-Verify and will provide the federal government with your Form I 9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.

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