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.<\/span>
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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.<\/span>
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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.<\/span>
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· <\/span><\/span><\/span>Define
and execute a scalable contact center and intake strategy aligned with firm
growth objectives, emphasizing lead conversion, customer satisfaction, and
operational efficiency.<\/span>
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· <\/span><\/span><\/span>Lead
inbound and outbound operations across multiple channels (voice, chat, SMS,
social, email, and ground engagement), maintaining excellence in performance,
productivity, and conversion.<\/span>
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· <\/span><\/span><\/span>Manage
intake KPIs including missed calls, abandoned calls, contact rates, and
conversion rates, ensuring accountability and continuous improvement.<\/span>
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· <\/span><\/span><\/span>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.<\/span>
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· <\/span><\/span><\/span>Report
intake and contact center performance to firm leadership, delivering trend
analyses, insights, and data -driven recommendations to inform business
decisions.<\/span>
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· <\/span><\/span><\/span>Champion
adoption and optimization of modern contact center technologies, including
AI -driven analytics, automation, and omni -channel CRM systems.<\/span>
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· <\/span><\/span><\/span>Evaluate
and enhance CRM and intake systems (e.g., Lead Docket, Salesforce) to
streamline workflows, improve data capture, and increase conversion efficiency.<\/span>
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· <\/span><\/span><\/span>Collaborate
with IT and vendor partners to implement next -generation tools that elevate
client experience and team productivity.<\/span>
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· <\/span><\/span><\/span>Lead,
coach, and inspire a bilingual (English/Spanish) team of managers and
associates, fostering a culture of accountability, empowerment, and continuous
improvement.<\/span>
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· <\/span><\/span><\/span>Oversee
resource planning, recruiting, onboarding, training, and retention to build a
sustainable, high -performing team.<\/span>
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· <\/span><\/span><\/span>Create
an environment that celebrates excellence, encourages feedback, and drives
measurable results.<\/span>
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· <\/span><\/span><\/span>Design
and implement strategies that enhance the intake experience and improve
conversion from inquiry to retained client.<\/span>
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· <\/span><\/span><\/span>Leverage
analytics to identify performance gaps and opportunities across the intake
funnel, implementing solutions that increase efficiency and conversion.<\/span>
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· <\/span><\/span><\/span>Align
closely with Marketing and Sales to translate lead intelligence into improved
contact strategies and customer outcomes.<\/span>
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· <\/span><\/span><\/span>Ensure
all intake and contact center activities comply with legal, ethical, and
internal firm standards.<\/span>
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· <\/span><\/span><\/span>Maintain
rigorous reporting, quality monitoring, and compliance frameworks to ensure
accountability and transparency.<\/span>
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· <\/span><\/span><\/span>Bachelor’s
degree required; MBA or advanced degree preferred.<\/span>
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· <\/span><\/span><\/span>10+
years of contact center leadership experience, with 5+ years in legal intake or
lead conversion environments strongly preferred.<\/span>
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· <\/span><\/span><\/span>Proven
success in managing inbound and outbound sales or intake operations with
measurable improvement in conversion and performance.<\/span>
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· <\/span><\/span><\/span>Experience
leading bilingual or multilingual teams preferred.<\/span>
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· <\/span><\/span><\/span>Track
record of collaboration with Marketing and cross -functional teams to optimize
lead management and campaign performance.<\/span>
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· <\/span><\/span><\/span>Hands -on
expertise with CRM and intake platforms (Lead Docket, Salesforce, or similar).<\/span>
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· <\/span><\/span><\/span>Strategic
and analytical mindset with proven ability to translate data into actionable
insights.<\/span>
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· <\/span><\/span><\/span>Deep
understanding of intake performance metrics and how to drive improvement across
KPIs.<\/span>
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· <\/span><\/span><\/span>Strong
leadership, coaching, and communication skills.<\/span>
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· <\/span><\/span><\/span>Experience
managing technology integrations, automation initiatives, and process
improvement programs.<\/span>
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· <\/span><\/span><\/span>Proficiency
in workforce management, analytics, and reporting platforms.<\/span>
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