Director of Call Center Operations

TopDog Law; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Join a fast-growing legal firm that is redefining the industry with innovative marketing and technology solutions. As the Director of Operations, you will play a crucial role in enhancing customer experience and operational excellence. This fully remote position offers the chance to lead a dynamic team, implement best practices, and drive continuous improvement in a collaborative environment. You'll have the opportunity to shape the operational strategy and work closely with a passionate team, making a significant impact on the organization’s success. If you're ready to take your career to the next level, this is the perfect opportunity for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Retirement Plan with Company Match

Generous PTO

Professional Development Opportunities

Qualifications

• 8+ years in operational leadership, ideally in a call center environment.
• Experience with KPI-driven performance management and accountability systems.

Responsibilities

• Oversee intake department ensuring accurate vetting of leads.
• Drive continuous improvement initiatives for operational efficiency.

Skills

Operational Leadership

KPI Management

Team Development

Change Management

Communication Skills

Problem-Solving Skills

Education

Bachelor’s Degree in Business Administration

Advanced Degree in Operations Management

Tools

Salesforce

Workforce Management Tools

Job description

TopDog Law is a fast-growing, results-driven legal firm known for breaking the mold in legal marketing. With a team of passionate professionals and a bold, innovative approach, we’ve earned our reputation as one of America’s fastest-growing firms.

Are you an experienced contact center leader looking for an opportunity to drive operational excellence and enhance customer experience? TopDog Law is a dynamic and innovative firm that blends marketing, technology, and law, providing a unique business model in which we partner with law firms to manage legal cases. Our company has been recognized on the Inc. 5000 list of fastest-growing companies, highlighting our success and rapid growth. We are a fully remote team, with employees across the United States and internationally.

Position Summary:

The Director of Operations is a key leadership role responsible for overseeing and optimizing all aspects of our operations, ensuring our processes are efficient, accurate, and scalable. Reporting to the Chief Operating Officer, the Director of Operations will manage intake processes, partner law firm onboarding, workforce management, scheduling, inventory (the tens of thousands of cases on our docket), and operational strategy. This role is pivotal to maintaining high-quality standards and supporting our continued growth.

Key Responsibilities:

• Oversee the intake department to ensure accurate vetting of leads, maintaining strong relationships with partner law firms.
• Develop and manage operational processes to maintain quality and efficiency in case management and lead handling.
• Collaborate with IT to ensure the functionality and optimization of our workforce management platform.
• Implement and monitor KPIs, including occupancy rates, productivity, and quality metrics for the call center environment.
• Establish clear performance expectations and accountability measures for team members.
• Drive continuous improvement initiatives, implementing best practices to enhance operational efficiency.
• Support workforce planning strategies, including staffing level assessments, skill gap analysis, and implementing shift bidding processes.
• Promote a culture of accountability, performance, and professional development within the operations team.
• Lead change management initiatives, communicating effectively to manage resistance and align team members with organizational goals.
• Manage cross-functional projects, escalating operational challenges when necessary to senior leadership

Qualifications & Skills:

• Bachelor’s degree in business administration, operations management, or a related field; advanced degree preferred.
• 8+ years experience in an operational leadership role, ideally within a call center or high-volume intake environment; 3 years in a senior leadership role.
• 3+ years experience overseeing quality assurance, workforce management, performance analytics, and process optimization.
• Experience implementing KPI-driven performance management and accountability systems.
• Ability to lead and motivate a remote team, fostering a positive and productive work culture.
• Excellent communication and change management skills.
• Familiarity with operational technology platforms and workforce management tools.
• Proven track record of driving operational efficiencies and implementing contact center best practices.
• Excellent leadership, coaching, and team development skills.
• Familiarity with contact center technology and CRM solution required, Salesforce knowledge preferred.
• Ability to manage budgets, optimize costs, and enhance productivity.
• Exceptional communication and problem-solving skills.

Why Join This Team?

• Impactful Work: Play a pivotal role in shaping our customer experience and operational strategy.
• Growth Opportunities: Be part of a dynamic and growing company with a strong leadership team.
• Competitive Compensation & Benefits: medical, dental, vision, and life insurance; retirement plan with company match; generous PTO, and professional development.
• Innovative Culture: Work in a collaborative, fast-paced environment where your ideas matter.

This position is fully remote; Eastern or Central time zones preferred.