Director of Contact Center

Ovation Law Firm

Director of Contact Center managing intake operations for a tech-enabled national law firm. Leading all aspects of contact center including workforce management, quality assurance, and analytics.

Posted 6/17/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Own the contact center end-to-end, including: Intake (inbound, outbound, sms, email, warm transfers), Workforce Management (WFM), Quality Assurance (QA), Training & onboarding, Operational Excellence, Reporting & Analytics
Drive core KPIs: Contact rate, Conversion rate (lead to signed), Speed to lead, QA scores and compliance
Build and lead the management layer (functional owners, supervisors, team leads)
Establish tight operating rhythms across: Demand, scheduling, and staffing models, QA feedback loops and coaching, Training programs and ramp plans
Identify bottlenecks and continuously optimize the intake funnel
Partner with marketing and data teams to align lead quality with conversion performance
Own daily and weekly performance reporting, ensuring data is accurate and actionable
Implement systems, tooling, and automation to scale efficiently
Ensure compliance with all regulatory and calling requirements
Drive a culture of accountability, performance, and continuous improvement

Requirements

What you’ll need

Proven experience leading large-scale contact center operations (100+ agents)
Experience owning multiple functions (WFM, QA, training, analytics), not just frontline ops
Highly data-driven with strong operational instincts
Deep understanding of: Call center performance metrics, Conversion optimization, Workforce planning and forecasting
Experience with platforms like Five9, Salesforce, or similar
Strong leadership capability - can build and scale through managers
High ownership mindset - acts with a sense of urgency and takes responsibility for outcomes, not activity

Benefits

Comp & perks

Competitive compensation commensurate with experience
Health, dental, and vision insurance benefits
Paid time off (PTO)
Opportunity to directly influence the growth and success of a rapidly expanding law firm
A leadership role with visibility and direct interaction with executive leadership
The opportunity to develop and shape a high-performing intake team
Long-term growth opportunities within a fast-growing organization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Workforce ManagementQuality AssuranceReportingAnalyticsConversion optimizationWorkforce planningForecastingPerformance metricsData-driven decision makingOperational excellence

Soft Skills

LeadershipAccountabilityPerformance improvementCoachingUrgencyResponsibilityInterpersonal communicationTeam buildingOperational instinctsContinuous improvement