Call Center Director

Legal Management Group; Región Centro; On-site; MXN 1,200,000 - 1,800,000; Full time

Job summary

Farahi Law Firm is seeking a strategic Director of Intakes to lead and scale the Intakes Department, partnering with Executive Leadership, Marketing, Legal, Operations, and HR to maximize qualified opportunities and deliver an exceptional prospective-client experience.

The role owns department strategy, performance, people, and processes while driving efficiency, conversion, and scalability in a fast-paced environment.

Qualifications

• Bachelor's degree in Business, Management, Operations, Sales, or related field.
• 10+ years progressive experience in the function, including at least 5 years in a senior leadership capacity.
• Candidates should currently hold, or have previously held, a Director-level role or equivalent senior leadership position.
• Proven experience leading managers and multi-layered teams, owning departmental strategy and accountability for outcomes.
• Experience with CRM and case management platforms such as Filevine, Lead Docket, Clio, Salesforce, or similar systems.

Responsibilities

• Lead Intake Managers and Specialists while setting performance standards and leadership development plans.
• Own department strategy and long-term growth, translating firm objectives into staffing and performance plans.
• Own KPIs including contact rates, qualified lead rates, conversion rates, response times, call quality, and productivity.
• Oversee day-to-day intake operations, staffing, and workflows across teams and locations.
• Identify and implement opportunities to improve efficiency, client experience, and scalability.
• Analyze data, develop executive-level reporting, and provide data-driven recommendations to leadership.
• Partner with Marketing, Legal, Operations, HR, and Executives to improve lead quality and client handoffs.
• Ensure intake procedures and interactions meet standards and legal guidelines.

Skills

Strategic leadership

People management

Cross-functional collaboration

Data analysis

Process optimization

Education

Bachelor's degree in Business/Mgmt/Operations

Tools

Filevine

Lead Docket

Clio

Salesforce

Job description

Director of Intakes

Position Overview

Farahi Law Firm is an award-winning personal injury firm dedicated to fighting for the injured and delivering exceptional legal representation. We are a fast-growing, client-centric team that values aggressive advocacy, innovation, and community impact. We are seeking a strategic and results-driven Director of Intakes to lead and scale our Intakes Department. This role owns the department's strategy, performance, people, processes, and operational growth, while partnering closely with Executive Leadership, Marketing, Legal, Operations, and HR to maximize qualified case opportunities and deliver an exceptional prospective-client experience.

Key Responsibilities

• Department Leadership: Lead Intake Managers and Specialists while establishing clear performance standards, accountability, and leadership development plans.

• Intake Strategy: Own the department's strategy and long-term growth, translating firm objectives into actionable intake, staffing, and performance plans.

• Conversion & Performance: Own key intake KPIs, including contact rates, qualified lead rates, conversion rates, response times, call quality, and productivity.

• Operations & Scalability: Oversee day-to-day intake operations, workforce planning, staffing, and workflows across teams and locations to support business growth.

• Process Improvement: Identify and implement opportunities to improve efficiency, client experience, conversion, automation, and scalability.

• Data & Reporting: Analyze operational and conversion data, develop executive-level reporting, identify trends and bottlenecks, and provide data-driven recommendations to leadership.

• Cross-Functional Leadership: Partner with Marketing, Legal, Operations, HR, and Executive Leadership to improve lead quality, case handoffs, client experience, and overall business performance.

• Quality & Compliance: Ensure intake procedures, documentation, and client interactions meet firm standards, confidentiality requirements, and applicable legal and ethical guidelines.

Requirements & Qualifications

• Bachelor's degree in Business, Management, Operations, Sales, or a related field.

• 10+ years of progressive experience in the relevant function, including at least 5 years in a senior leadership capacity.

  • Candidates should currently hold, or have previously held, a Director-level role or an equivalent senior leadership position with comparable scope and accountability.

  • Demonstrated experience leading managers and/or multi-layered teams, owning departmental strategy, establishing performance standards, and being accountable for department-level business outcomes.

  • Proven responsibility for strategy, people leadership, operational performance, and department-level results.

• Proven experience leading and scaling a high-volume intake, sales, or client acquisition function.

• Previous experience in a personal injury law firm or legal environment is strongly preferred.

• Strong understanding of sales funnels, conversion optimization, workforce planning, quality assurance, and performance management.

• Experience with CRM and case management platforms such as Filevine, Lead Docket, Clio, Salesforce, or similar systems.

• Strong analytical and business acumen with the ability to translate data into strategic decisions.

• Demonstrated experience leading process improvements and cross-functional initiatives.

• Exceptional leadership, communication, coaching, and decision-making skills.

• Ability to operate strategically in a fast-paced, high-growth environment.