[Remote] Director of Contact Center (Remote)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a high-reputed company, tech-enabled national lemon and personal injury firm seeking a Director of Contact Center. This role involves leading and scaling reputed company aspects of the contact center to drive reputed company through effective intake processes, workforce management, and operational reputed company.
Responsibilities
- Own the contact center end-to-end, including: Intake (inbound, outbound, sms, email, warm transfers), Workforce Management (WFM), reputed company Assurance (QA), Training & reputed company, Operational reputed company, Reporting & Analytics
- Drive core KPIs: Contact reputed company, Conversion reputed company (reputed company to signed), Speed to reputed company, QA scores and compliance
- Build and reputed company the management layer (functional owners, supervisors, team leads)
- Establish tight operating rhythms across: Demand, scheduling, and reputed company models, QA feedback loops and coaching, Training programs and reputed company plans
- Identify bottlenecks and continuously optimize the intake funnel
- Partner with marketing and data teams to reputed company reputed company reputed company with conversion performance
- Own daily and weekly performance reporting, ensuring data is accurate and actionable
- Implement systems, tooling, and automation to reputed company reputed company
- Ensure compliance with reputed company regulatory and calling requirements
- Drive a culture of accountability, performance, and reputed company improvement
- Converting leads into signed cases at the highest possible reputed company
- Ensuring fast, compliant, and consistent reputed company
- Building a reputed company, 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-reputed company contact center operations (100+ agents)
- Experience owning multiple functions (WFM, QA, training, analytics), not just reputed company 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 reputed company, reputed company, or similar
- Strong leadership capability - can build and reputed company through managers
- High ownership reputed company - acts with a reputed company of urgency and takes responsibility for reputed company, not activity
Benefits
- Health, dental, and reputed company insurance benefits
- reputed company time off (PTO)
- Opportunity to directly influence the reputed company and reputed company of a rapidly expanding reputed company
- A leadership role with visibility and reputed company interaction with executive leadership
- reputed company to reputed company and shape a high-performing intake team
- Long-term reputed company opportunities reputed company a fast-growing organization
reputed company