Director of Call Center
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Job Location:
Los Angeles, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
1 hour ago
Vacancies:
1 Vacancy
Job Summary
Director of Call Center
Wilshire Law Firm is a distinguished award-winning legal practice with over 19 years of experience specializing in Personal Injury Employee Rights and Consumer Class Action lawsuits. We are dedicated to upholding the highest standards of Excellence and Justice and are united in our commitment to achieve the best outcome for our clients.
You will work side by side on a team of dynamic collaborative and client-focused professionals who are committed to delivering on our founding core values: Excellence Teamwork and Integrity.
The Opportunity
Our contact center serves as the front line of client acquisition and revenue generation within a high-volume inbound setting directly impacting conversion quality and operational efficiency. We are seeking a Director of Contact Center Operations to lead a multi-layer team bringing structure accountability and disciplined execution to drive measurable performance improvements across staffing coaching and revenue-focused KPIs.
Accountable for
Qualifications
Compensation
Benefits
Wilshire Law Firm is a distinguished award-winning legal practice with over 19 years of experience specializing in Personal Injury Employee Rights and Consumer Class Action lawsuits. We are dedicated to upholding the highest standards of Excellence and Justice and are united in our commitment to achieve the best outcome for our clients.
You will work side by side on a team of dynamic collaborative and client-focused professionals who are committed to delivering on our founding core values: Excellence Teamwork and Integrity.
The Opportunity
Our contact center serves as the front line of client acquisition and revenue generation within a high-volume inbound setting directly impacting conversion quality and operational efficiency. We are seeking a Director of Contact Center Operations to lead a multi-layer team bringing structure accountability and disciplined execution to drive measurable performance improvements across staffing coaching and revenue-focused KPIs.
Accountable for
- Oversee the functionality and efficiency of our phone systems.
- Ensure seamless connectivity between call center systems and CRM to facilitate accurate and timely data transfer.
- Create and maintain dashboards to monitor call center performance providing actionable insights to help team members improve their efficiency and effectiveness.
- Identify and resolve technical issues swiftly.
- Foster a culture of continuous improvement making everyone better at their jobs by ensuring our systems are seamless and efficient.
- Integrate emerging technologies such as Generative AI into our systems to enhance our effectiveness and drive innovation.
- Analyze call center metrics to identify trends areas for improvement and opportunities for optimization.
- Implement strategies to enhance lead conversion rates ensuring a smooth transition from inquiry to client onboard.
Qualifications
- 7 years proven experience in managing call center technology and CRM systems.
- Strong analytical skills with the ability to interpret complex data and generate actionable insights.
- Excellent leadership and team management abilities.
- Proficiency in using performance monitoring tools and software.
- Exceptional problem-solving skills and proactive approach.
- Curiosity and tenacity in exploring new technologies and solutions.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Familiarity with data visualization tools such as Tableau or Power BI.
- Knowledge of call center best practices and industry standards.
- Fluency in Spanish a strong plus
Compensation
- $160000 - $200000 depending on experience plus performance-based incentives
Benefits
- Bonus eligible when targets are met.
- Paid time off and paid holidays.
- Opportunities for growth and advancement.
- Team outings and sponsored events.
- Referral bonus program.
- Firm-paid Medical HMO with affordable HMO and PPO upgrades.
- Low-cost Dental and Vision plans.
- Paid Life and AD&D insurance.
- 401k.
- FSA (Flexible Spending Account).
- EAP (Employee Assistance Program).
- Pet Insurance.
Strive for Excellence. Foster Unity. Fight for Justice.
Wilshire Law Firm celebrates being an equal employment opportunity provider to all people in accordance with all applicable laws. We are committed to providing reasonable accommodations to assist individuals with disabilities during the application process and to facilitate their performance of essential job functions throughout their employment.
Join Wilshire Law Firm
Los Angeles Irvine San Diego Oakland Sacramento Riverside Torrance
Wilshire Law Firm celebrates being an equal employment opportunity provider to all people in accordance with all applicable laws. We are committed to providing reasonable accommodations to assist individuals with disabilities during the application process and to facilitate their performance of essential job functions throughout their employment.
Join Wilshire Law Firm
Los Angeles Irvine San Diego Oakland Sacramento Riverside Torrance
