Contact Center Director (Legal)

Director of Contact Center, Director of Intake

Location: Jacksonville, FL – This position is onsite

Pay: $140,000-$160,000 + bonus opportunities

Type: Direct hire

Schedule: M-F, 8:00 AM to 5:00 PM EST

Team size: ~80 direct reports, including floor manager, trainer, team leads, (2) attorneys, additional support resources, international contractors.

Job description:

1. Oversee day-to-day Contact Center operations, ensuring strong team performance, productivity, service quality, and achievement of department goals and KPIs.
2. Lead, coach, motivate, and develop Intake team members by establishing clear performance expectations, accountability measures, and opportunities for professional growth.
3. Track, analyze, and report Contact Center metrics and performance trends to identify areas for improvement and implement strategies that increase efficiency and client service.
4. Partner with Human Resources on staffing needs, recruitment strategies, interviews, and candidate selection while fostering a culture of urgency, accountability, professionalism, teamwork, and positivity.
5. Serve as the primary escalation point for intake and client concerns, collaborate with Attorneys, Management, and Staff, and ensure compliance with HIPAA, privacy requirements, security protocols, and legal ethics guidelines.

Nice to have:

• Legal experience
• Strong knowledge of legal intake, client screening, lead qualification, compliance-sensitive communications

Requirements:

• Must have (5)+ years of previous leadership experience in a contact/call center, intake department, or law firm.
• Must have experience leading a team of 20+ representatives/agents.
• Strong knowledge of KPIs.
• Ability to work cross-functionally with marketing, understanding the correct type of leads
• Provide white-glove level service
• Must be MS Office proficient and proficient with CRMs
• High school diploma or equivalent
• Background check required