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