Director of Contact Center Operations & Technology

The Director of Contact Center Operations & Technologyis a strategic, results-driven leader responsible for optimizing theperformance, technology, and people that power our intake and contact centerorganization. This individual will drive the vision and execution of abest-in-class operation focused on lead conversion, intake excellence, andcustomer experience.

We’re seeking a proven operator with deep expertise inlegal intake management—ideally within a personal injury or high-volume legalservices environment—who thrives on improving contact rates, conversion, andcustomer satisfaction through people, process, and technology innovation.

This role oversees both inbound and outbound calloperations, including bilingual (English/Spanish) teams, and will ensure everyinteraction maximizes conversion potential. The ideal candidate combinesoperational excellence with hands-on experience in CRM and intake platformssuch as Lead Docket, Salesforce, or comparable systems, and brings adata-driven mindset to performance management, technology adoption, and teamleadership.

Key Responsibilities

Strategic Leadership & Operations

·Defineand execute a scalable contact center and intake strategy aligned with firmgrowth objectives, emphasizing lead conversion, customer satisfaction, andoperational efficiency.

·Leadinbound and outbound operations across multiple channels (voice, chat, SMS,social, email, and ground engagement), maintaining excellence in performance,productivity, and conversion.

·Manageintake KPIs including missed calls, abandoned calls, contact rates, andconversion rates, ensuring accountability and continuous improvement.

·Partnerclosely with Marketing to ensure alignment on lead flow, lead quality, andcampaign follow-up, providing insights and feedback to enhance the overall funnel performance.

·Reportintake and contact center performance to firm leadership, delivering trendanalyses, insights, and data-driven recommendations to inform businessdecisions.

Technology & Process Innovation

·Championadoption and optimization of modern contact center technologies, includingAI-driven analytics, automation, and omni-channel CRM systems.

·Evaluateand enhance CRM and intake systems (e.g., Lead Docket, Salesforce) tostreamline workflows, improve data capture, and increase conversion efficiency.

·Collaboratewith IT and vendor partners to implement next-generation tools that elevateclient experience and team productivity.

Team Leadership & Culture

·Lead,coach, and inspire a bilingual (English/Spanish) team of managers andassociates, fostering a culture of accountability, empowerment, and continuousimprovement.

·Overseeresource planning, recruiting, onboarding, training, and retention to build asustainable, high-performing team.

·Createan environment that celebrates excellence, encourages feedback, and drivesmeasurable results.

Customer Experience & Revenue Growth

·Designand implement strategies that enhance the intake experience and improveconversion from inquiry to retained client.

·Leverageanalytics to identify performance gaps and opportunities across the intakefunnel, implementing solutions that increase efficiency and conversion.

·Alignclosely with Marketing and Sales to translate lead intelligence into improvedcontact strategies and customer outcomes.

Governance & Compliance

·Ensureall intake and contact center activities comply with legal, ethical, andinternal firm standards.

·Maintainrigorous reporting, quality monitoring, and compliance frameworks to ensureaccountability and transparency.

Requirements

Education & Experience

·Bachelor’sdegree required; MBA or advanced degree preferred.

·10+years of contact center leadership experience, with 5+ years in legal intake orlead conversion environments strongly preferred.

·Provensuccess in managing inbound and outbound sales or intake operations withmeasurable improvement in conversion and performance.

·Experienceleading bilingual or multilingual teams preferred.

·Trackrecord of collaboration with Marketing and cross-functional teams to optimizelead management and campaign performance.

·Hands-onexpertise with CRM and intake platforms (Lead Docket, Salesforce, or similar).

Skills & Competencies

·Strategicand analytical mindset with proven ability to translate data into actionableinsights.

·Deepunderstanding of intake performance metrics and how to drive improvement acrossKPIs.

·Strongleadership, coaching, and communication skills.

·Experiencemanaging technology integrations, automation initiatives, and processimprovement programs.

·Proficiencyin workforce management, analytics, and reporting platforms.

Why This Role Matters