CONTACT CENTER DIRECTOR (LEGAL)

DG GLASS & TRADE - Desde 2001 conectando negocios confiaveis.; Jacksonville (FL); On-site; USD 140,000 - 160,000; Full time

Job summary

DG GLASS & TRADE in Jacksonville, FL seeks a Director of Contact Center to lead a large Intake team, ensuring high performance, service quality, and KPI achievement. This onsite role demands strong leadership and experience with legal intake processes and cross-functional collaboration with attorneys.

The candidate will mentor staff, drive efficiency, uphold HIPAA privacy compliance, and deliver white-glove service in a fast-paced environment, with a salary range of $140,000–$160,000 plus bonus

Qualifications

• 5+ years of leadership in contact center, intake dept, or law firm.
• Experience leading a team of 20+ representatives/agents.
• Strong knowledge of KPIs and performance metrics.
• Cross-functional collaboration with attorneys and HR.
• Background check required.

Responsibilities

• Oversee day-to-day Contact Center operations, ensuring team performance, productivity, service quality, and KPI achievement.
• Lead, coach, motivate, and develop Intake team members with clear performance expectations.
• Track, analyze, and report Contact Center metrics to identify improvements and drive efficiency.
• Partner with Human Resources on staffing, interviews, and recruitment while fostering urgency and accountability.
• Serve as primary escalation point for intake and client concerns, ensuring HIPAA/privacy compliance and legal ethics.

Skills

Leadership

KPIs

Staff coaching

Cross-functional collaboration

MS Office

CRM systems

HIPAA compliance

Education

High school diploma or equivalent

Tools

CRMs

MS Office

Job description

Director of Contact Center, Director of Intake

Location: Jacksonville, FL – This position is onsite

Pay: $140,000-$160,000 + bonus opportunities

Type: Direct hire

Schedule

Team size: ~80 direct reports, including floor manager, trainer, team leads, (2) attorneys, additional support resources, international contractors.

Job Description

• Oversee day-to-day Contact Center operations, ensuring strong team performance, productivity, service quality, and achievement of department goals and KPIs.
• Lead, coach, motivate, and develop Intake team members by establishing clear performance expectations, accountability measures, and opportunities for professional growth.
• Track, analyze, and report Contact Center metrics and performance trends to identify areas for improvement and implement strategies that increase efficiency and client service.
• Partner with Human Resources on staffing needs, recruitment strategies, interviews, and candidate selection while fostering a culture of urgency, accountability, professionalism, teamwork, and positivity.
• Serve as the primary escalation point for intake and client concerns, collaborate with Attorneys, Management, and Staff, and ensure compliance with HIPAA, privacy requirements, security protocols, and legal ethics guidelines.

Nice To Have

• Legal experience
• Strong knowledge of legal intake, client screening, lead qualification, compliance-sensitive communications

Requirements

• Must have (5)+ years of previous leadership experience in a contact/call center, intake department, or law firm.
• Must have experience leading a team of 20+ representatives/agents.
• Strong knowledge of KPIs.
• Ability to work cross-functionally with marketing, understanding the correct type of leads
• Provide white-glove level service
• Must be MS Office proficient and proficient with CRMs
• High school diploma or equivalent
• Background check required