[Remote] Director of Contact Center (Remote)

Note: The job is a remote job and is open to candidates in USA. Ovation Law Firm is a high-growth, tech-enabled national lemon and personal injury firm seeking a Director of Contact Center. This role involves leading and scaling all aspects of the contact center to drive revenue through effective intake processes, workforce management, and operational excellence.

Responsibilities

• 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
• Converting leads into signed cases at the highest possible rate
• Ensuring fast, compliant, and consistent outreach
• Building a scalable, high-performing intake organization
• Owning the data, metrics, and insights that drive decision-making
• Developing leaders and creating accountability at every level

Skills

• 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

• 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

Company Overview