Contact Center Director at DK Law - Injury, Accident, and More

Costa Mesa, California, United States -

Full Time

Start Date

Immediate

Expiry Date

19 Dec, 25

Salary

0.0

Posted On

20 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Performance Management, Coaching, Development, Operational Oversight, Root Cause Problem Solving, Workflow Optimization, Sales Strategy, KPI Management, Team Leadership, Data Analysis, Salesforce, Communication, Negotiation, Problem Solving, Bilingual

Industry

Law Practice

Description

The Intake Director will lead a 100-person sales team, both domestic and global, responsible for qualifying and converting high volumes of leads into signed cases. The selected candidate will be expected to drive performance, implement sales strategy, manage KPIs, and motivate a fast-paced team of hourly sales agents. This is a fully in-office leadership role with high visibility and direct impact on revenue. Ideal candidate must be someone who thrives in a fast-paced, high-volume environment and can lead through structure, accountability, and continuous improvement. This role is ideal for someone who wants to take ownership of frontline performance, holds a high bar for results, and isn’t afraid to dig deep to solve problems at their root. Key Responsibilities · Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Work closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics. · Coaching & Development: Work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations. Help create a culture where high performance is recognized and rewarded, and underperformance is addressed head-on. Build and refine scalable sales strategies, cadences, and training materials. · Operational Oversight: Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest. Partner with functional leads to ensure alignment on priorities and translate strategic goals into weekly agent-level plans. Track and optimize contact center metrics (e.g., speed to answer, conversion rates, agent scoring). Leverage Salesforce and contact center tools for pipeline and performance tracking · Root Cause Problem Solving: Diagnose performance issues at their root → whether driven by people, process, systems or execution, and develop action plans that improve inputs, not just outcomes. Establish proactive mechanisms to prevent issues from recurring. · Workflow & System Optimization: Partner with Leadership to identify and implement process improvements and system enhancements. Use data and frontline insights to continuously improve how agents work and how customers experience our service. Requirements · 6+ years of experience leading high-volume, revenue-focused sales teams, both domestic and offshore · Proven success in contact center leadership (legal intake, mortgage, lending, or similar industries) · Experience managing and training both domestic and offshore teams, ideally in a tech-forward environment · Deep knowledge of Salesforce CRM and call center operations software, experience with RingCentral, Saleforce and Litify preferred. · Demonstrated ability to manage through others, holding them accountable for their team’s performance · Experience using data to diagnose issues and implementing operational or behavioral changes that improved outcomes · Track record of driving performance by managing inputs, not just outcomes · Proven track record of achieving and exceeding KPIs in a high-volume environment. · Exceptional communication, negotiation, and coaching skills. · Strong problem-solving skills with a strategic mindset. · Energized, positive mindset, used to rolling up your sleeves, digging into data, and solving problems at their root · Bilingual (Spanish) highly preferred. · Position is 100% located in Costa Mesa, CA — no remote or hybrid options Not working with outside agencies. Please do not solicit our hiring managers or internal employees.

Responsibilities

The Contact Center Director will lead a 100-person sales team responsible for qualifying and converting leads into signed cases. This role includes performance management, coaching, operational oversight, and workflow optimization to drive sales success.