Contact Center Director: People-First Growth Leader

Farah & Farah; Jacksonville (FL); In loco; USD 110.000 - 190.000; Tempo pieno

Vantaggi offerti da questo lavoro

401(k) with matching contributions

Health, dental, and vision insurance

Life insurance and short-term-disabilt

Paid time off and EAP

Health savings account

Referral program

Descrizione del lavoro

Farah & Farah in Jacksonville, FL is seeking a Contact Center Director to lead a high-volume intake team and align operations with growth objectives. This role combines strategic oversight with hands-on coaching to deliver exceptional client service and convert prospects into retained clients.

The ideal candidate has 5+ years of management experience in fast-paced environments, strong data analysis skills, and proficiency with CRM and reporting tools.

Competenze

• 5+ years of management experience in a high-volume environment.
• Proven experience leading large teams (85+ employees) or equivalent scale.
• Track record of developing and implementing SOPs, policies, workflows, and quality assurance.
• Strong grasp of intake processes, client screening, lead qualification, and compliant communications with proven ability to convert qualified leads into retained clients through effective training, engagement, follow up, and relationship building.
• Proficient in data analysis, metrics-driven decision making, and translating insights into actions.

Mansioni

• Own and optimize the Contact Center’s strategy, operations, and performance.
• Lead, coach, and empower the intake team to deliver consistent, high-quality client engagement that builds trust and maximizes opportunities to convert prospects into retained clients.
• Set clear organizational goals, standards, and accountability, aligning with broader firm objectives.
• Ensure the delivery of critical contact center processes including: scheduling, staffing, and service level monitoring.
• Training that enables the intake team to deliver excellent service and document interactions in the company’s desktop system(s).
• A structured performance management program that drives team and individual achievement relative to leadership goals.
• A reporting suite to deliver operational performance results, trends and insights to leadership.
• An engaged employee base capable of representing the company appropriately in all interactions.
• Monitor department KPIs including conversion rates and use data to drive improvement.
• Collaborate with HR on workforce planning, talent development, and selection.
• Build a sales-driven culture of urgency, accountability, integrity, teamwork, and client service.
• Establish an escalation process for intake-related issues and client concerns.
• Ensure strict adherence to privacy, HIPAA/security requirements, and ethical guidelines.
• Foster cross-functional partnerships with Attorneys, Management, and Support teams.
• Lead special projects and continuous process improvements.
• Serve as a point of contact for vendor organizations supporting the contact center.

Conoscenze

People leadership

SOPs development

Data analytics

CRM proficiency

Lead qualification

Strumenti

CRM systems

Reporting tools

Descrizione del lavoro

Farah & Farah in Jacksonville, FL is seeking a Contact Center Director to lead a high-volume intake team and align operations with growth objectives. This role combines strategic oversight with hands-on coaching to deliver exceptional client service and convert prospects into retained clients.

The ideal candidate has 5+ years of management experience in fast-paced environments, strong data analysis skills, and proficiency with CRM and reporting tools.