Director of Call Center Operations

Northwest Partners; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

A leading company in the legal services industry is seeking a Director of Call Center Operations. This fully remote role requires a strategic leader to optimize operations, oversee intake processes, and drive continuous improvement initiatives. The ideal candidate will have extensive experience in call center operations and a strong data-driven approach. Join a dynamic team focused on delivering exceptional service and operational excellence.

Benefits

Health Insurance

Vision Insurance

Dental Insurance

Short-term Disability

Long-term Disability

Life Insurance

Education Benefits

Qualifications

• 8+ years of operational leadership experience in call center or intake environment.
• Minimum 3 years in a senior leadership role with experience in QA, WFM, analytics.

Responsibilities

• Lead and oversee the intake department for timely lead vetting.
• Manage operational processes across case management and partner onboarding.
• Define and monitor KPIs to drive business value.

Skills

Leadership

Data-driven mindset

Communication

Collaboration

Coaching

Education

Bachelor’s degree in Business Administration

Advanced degree preferred

Tools

Salesforce

Job description

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Northwest Partners is partnering with a premier client in the legal services industry to hire an experienced full-time Director of Call Center Operations.

This fully remote position offers an exciting opportunity for a strategic and hands-on leader to shape and optimize call center operations for a fast-growing and innovative organization. The Director of Call Center Operations will play a vital role in driving operational excellence, overseeing intake and case management processes, managing partner firm onboarding, and developing strategies that support organizational growth and quality service delivery.

What YOU will do:

• Lead and oversee the intake department to ensure timely and accurate lead vetting.
• Fully own Operations, including Operational Excellence, Training, Legal Intake, Workforce Management (WFM), and Quality Assurance (QA).
• Manage and optimize operational processes across case management, lead handling, and partner onboarding.
• Collaborate with IT to ensure effective use and ongoing improvement of workforce management tools.
• Define and monitor KPIs such as occupancy, productivity, and quality metrics.
• Build and track metrics that support strategic goals and translate them into actionable plans that drive business value.
• Establish clear performance standards and accountability frameworks.
• Drive continuous improvement initiatives using industry best practices.
• Support workforce planning efforts including staffing analysis, shift bidding, and skill gap assessments.
• Foster a culture focused on performance, professional development, and accountability.
• Lead change initiatives, ensuring communication and team alignment.
• Collaborate cross-functionally and escalate key operational issues to executive leadership.
• Motivate and empower team members to take ownership of their areas and responsibilities.

What YOU will bring us:

• Bachelor’s degree in Business Administration, Operations Management, or related field (advanced degree preferred).
• 8+ years of operational leadership experience, preferably in a high-volume call center or intake environment.
• Minimum 3 years in a senior leadership role with experience in QA, WFM, analytics, and process optimization.
• Experience leading with a data-driven mindset and using performance metrics to inform decisions and enhance business outcomes.
• Proven ability to understand and align with strategy while executing hands-on initiatives.
• High-potential leader with energy, ambition, and deep call center operations knowledge.
• Embodies core values: committed, upbeat, embraces change, and takes ownership.
• Strong ability to lead and motivate distributed and remote teams.
• Excellent communicator, collaborator, and people leader with strong coaching skills.
• Proficiency with workforce management tools and CRM platforms (Salesforce preferred).
• Demonstrated success in driving operational efficiency and leveraging contact center best practices.
• Budget management, cost optimization, and productivity enhancement experience.

Benefits Include:

Health Insurance, Vision Insurance, Dental Insurance, Short-term Disability, Long-term Disability, Life Insurance, Education Benefits, and more.

About Northwest Partners:

Northwest Partners is an equal opportunity employer. We are dedicated to moving at the speed of innovation, working with clients across the globe to provide exceptional knowledge, talent, and resources. We merge the client's vision with our expertise to deliver powerful results. Known for building and managing elite teams in technology across diverse industries, our mission is to empower every talent and client to achieve more.

Seniority level

• Director

Employment type

• Full-time

Job function

• Customer Service, Legal, and Project Management

Industries

• IT Services and IT Consulting, Law Practice

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