Director of Call Center Operations
Director of Call Center Operations
Posted on :
25-07-2025
Employer Active
1 Vacancy
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Job Description
Thompson Laws vision is to be the law firm of choice for every person injured or killed due to preventable tragedy while providing our clients world-class service and record-setting results. We have built a spectacular team that delivers on those ideals driving incredible growth and opportunity.
Thompson Law is seeking a dynamic and experienced Director of Call Center Operations to lead our growing national team.
The Position:
Your primary responsibility will be to strategically lead and guide our intake team ensuring a seamless transition for clients into our firms services. This role requires an understanding of contact center operational excellence strong client relationship management and the ability to implement technology solutions that effectively assess and address the departments needs. You will play a crucial role in scaling operations driving efficiency and cultivating a high-performing team dedicated to delivering service excellence.
Responsibilities:
Qualifications:
Prior experience from the following industries is highly desired:
Preferred Qualifications:
Total Compensation Package:
If youre ready to contribute your talents as part of one of Texass fastest-growing personal injury firms while enhancing your skills within a dynamic environment apply today!
Thompson Law is seeking a dynamic and experienced Director of Call Center Operations to lead our growing national team.
The Position:
Your primary responsibility will be to strategically lead and guide our intake team ensuring a seamless transition for clients into our firms services. This role requires an understanding of contact center operational excellence strong client relationship management and the ability to implement technology solutions that effectively assess and address the departments needs. You will play a crucial role in scaling operations driving efficiency and cultivating a high-performing team dedicated to delivering service excellence.
Responsibilities:
- Provide strategic direction and oversight for the intake department collaborating closely with our Intake Attorney and firm leadership.
- Design implement and optimize operational policies and call quality standards to enhance first-call resolution rates and overall service delivery.
- Expertise in contact center technological tools such as integrations tracking software phone tools analytics and reporting.
- Leverage expertise in CRM optimization (e.g. Salesforce) technology upgrades and omnichannel platform implementation (Chat SMS Email AI) to improve efficiency and scalability.
- Develop and analyze KPI dashboards to provide leadership visibility into operational performance driving productivity gains.
- Lead workforce planning efforts to effectively scale staffing during peak periods while maintaining high KPI standards.
- Design and standardize workflows to improve call times and overall efficiency.
- Implement cost-saving initiatives and workforce optimization strategies across daily operations.
- Maintain a high standard of client service and care during the intake process aligning service delivery with healthcare quality standards.
- Collaborate with other departments to streamline the client onboarding process.
- Maintain up-to-date knowledge of personal injury law firm call center protocols.
- Must be available to work on-call weekends.
Qualifications:
- Bachelors degree and/or 6 years of direct senior leadership experience required.
- Must have prior experience as a senior leader in a call center environment with a strong preference for candidates with Director-level experience in large-scale high-performing contact centers.
- Experience in building and scaling centralized contact centers.
- Experience with software implementation project management.
- Must have advanced technical proficiency in MS Office products such as Excel Teams Outlook etc.
- Proven ability to lead and mentor enhancing leadership effectiveness and operational execution.
- Demonstrated success in driving revenue growth through strategic account expansion.
- Strong communication and interpersonal skills.
Prior experience from the following industries is highly desired:
- Legal (Personal Injury Law a plus)
- Insurance Claims (Bodily Injury a plus)
- Healthcare (Intake/Benefits)
Preferred Qualifications:
- Fluency in Spanish is highly desirable.
- Experience in a client-facing role within a legal setting.
- Experience with Salesforce or AI-based platform solutions.
Total Compensation Package:
- $85000-$100000 Bonus
- Employee Health Insurance premium 100% paid by the firm
- Dental & Vision
- FSA/HSA
- Generous paid time off and paid holidays
- 401(k) with employer matching
- Basic life insurance 100% paid by the firm
If youre ready to contribute your talents as part of one of Texass fastest-growing personal injury firms while enhancing your skills within a dynamic environment apply today!
Required Experience:
Senior Manager
Employment Type
Full-Time
Key Skills
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