Call Center Manager 17805

Senior Call Center Manager / Operations Lead

Industry: Legal Lead Generation (Performance-Based)

Location: Remote (US Hours)

Compensation: $2000 $2500/month (flexible base variable)

About Launch Forward

Our client builds performance-based lead generation funnels for law firms. We work across multiple traffic sourcesincluding paid ads and publisher partnersand are in the process of building a high-performing internal call center to complement our external partners.

They are looking for a senior call center operator to take full ownership of our internal call center and lead logistics freeing the founder from day-to-day operations and setting the foundation to scale.

The Role

Were hiring a Senior Call Center Manager / Operations Lead to build run and scale our internal call center from the ground up. This person will own lead flow rep performance tooling and processes end-to-end while recruiting and managing a growing team of 1020 reps over time.

This is a hands-on leadership role for someone who has built or scaled call centers before thrives in KPI-driven environments and knows how to turn high-intent leads into signed cases.

What Youll Own

• Call Center Build & Scale
  • Recruit train manage and scale an internal team of 1020 call center reps.
  • Establish hiring profiles onboarding training and ongoing coaching systems.
  • Set clear expectations performance standards and accountability rhythms.
• Lead Logistics & Firm Coordination
  • Own lead flow from intake to disposition across spreadsheets dialers and firm feedback.
  • Reconcile discrepancies between internal notes spreadsheets and law firm responses.
  • Ensure rigorous follow-up on every lead and tight communication with partner firms.
• Performance & KPIs
  • Drive contact rates to 70% on high-intent leads.
  • Improve throughput from contacted leads to signed cases.
  • Track and optimize daily weekly and monthly KPIs for reps and the team overall.
• Comp Plans & Incentives
  • Design and optimize rep compensation and incentive structures tied to signed cases.
  • Align rep behavior with revenue outcomes in a results-based model.
  • Recommend performance incentives for the manager role as the team scales.
• Tools & Process Design
  • Evaluate select and standardize the dialer and supporting call center tech stack.
  • Implement processes and best practices the founder hasnt had time to build yet.
  • Reduce trial-and-error by bringing proven call center systems into place.
• Leadership & Ownership
  • Act as the day-to-day owner of the call center so the founder can step out of operations.
  • Proactively identify issues and implement solutions without needing direction.
  • Build a scalable repeatable operation that performs even as volume increases.

What Were Looking For

• Proven experience building or running a call center (legal lead gen sales or similar).
• Experience managing and scaling teams of 10 reps.
• Strong operational mindset with comfort owning messy fast-moving lead logistics.
• Deep understanding of contact rate optimization follow-up systems and conversion.
• KPI-driven operator who knows how to translate metrics into action.
• Comfortable working US hours.
• Experience with dialers spreadsheets and performance tracking tools.
• Bilingual (English/Spanish) is a plus but not required for this role.

Why This Role

• High ownership and autonomythis is a true operator seat.
• Direct impact on revenue and company growth.
• Opportunity to build a call center from the ground up.
• Long-term growth as the internal team scales alongside external partners.

Required Experience:

Manager