Head of Call Center

Pond Lehocky Giordano Inc.; Philadelphia (Philadelphia County); On-site; USD 150,000 - 230,000; Full time

Job summary

Pond Lehocky Giordano Inc. seeks a strategic Director of Intake Operations to build and run a national, in-house call center for all practice areas. You will lead a pooled team across states, drive AI-enabled triage, and partner with IT to advance telephony and CRM usage.

This on-site role requires 7+ years in high-volume intake and 3+ years as a leader, with a track record of achieving SLA targets, improving conversion, and delivering data-driven insights to leadership.

Qualifications

• 7+ years leading high-volume contact-center operations.
• 3+ years as accountable operational leader.
• Experience in plaintiff-side law, legal intake, or healthcare access is preferred.
• Proven success meeting service-level metrics like speed-to-answer and contact rates.
• Ability to improve conversions using data and analytics.
• Strong understanding of staffing to peak demand and occupancy.
• Experience with modern CCaaS platforms and CRM-driven intake.

Responsibilities

• Lead the entire intake agent organization across a pooled national team.
• Manage daytime shifts plus overnight and after-hours coverage.
• Own service-level delivery, including speed-to-answer and speed-to-lead.
• Staff according to demand curves and peak volume.
• Develop inbound/outbound operating model and routing.
• Oversee outbound teams for speed-to-lead and follow-up cadences.
• Leverage automated dialing and text sequences to focus on full intakes.
• Partner with IT on telephony and intake tech (Five9, Salesforce/Litify).
• Own call-flow design, queue configuration, and reporting.
• Present weekly performance data to firm leadership.
• Lead the intake transformation roadmap with consultants and exec team.
• Sequence AI and automation into the intake funnel.
• Consolidate weekend coverage into scalable model.
• Drive conversion outcomes and retained client focus.

Skills

High-volume contact center

Operational leadership

Legal intake experience

Service-level achievement

Data-driven optimization

Workforce management

Tools

Five9

Salesforce

Litify

Job description

Director of Intake Operations — National Call Center

Location: Philadelphia, PA (Center City)

Schedule: Full-time, On-site

Reports to: Chief Operating Officer

Compensation: Commensurate with experience

About Pond Lehocky Giordano:

Pond Lehocky Giordano is one of the largest plaintiff‑side law firms in the country representing injured and disabled workers. Headquartered in Philadelphia with a growing national footprint, the firm handles workers' compensation, Social Security disability, personal injury, employment, and other emerging practice areas across New Jersey, Washington, New Mexico, California, and beyond.

Tens of thousands of people contact the firm every month, often during some of the most difficult moments of their working lives. The first voice they hear matters — and this role will lead the team responsible for that first experience.

The Role

We are building our intake operation into a modern, in‑house national call center and are looking for an experienced operator to lead it.

The Director of Intake Operations will oversee every intake agent across every practice area and state, managing one pooled national team rather than separate departmental silos. This is a period of significant transformation, including new routing, automated dialing and text‑first follow‑up, AI‑assisted triage and quality assurance, extended‑hours and weekend coverage, and a firm‑wide service standard focused on answering every call quickly and consistently.

This is not a caretaker role. You will inherit a build already in motion, including a completed third‑party audit of the call flow, a staffing model, executive sponsorship at the managing‑partner level, and a weekly seat in front of firm leadership. You will be accountable for turning this operation into a best‑in‑class intake organization within plaintiff‑side law.

What You Will Own

• Lead the entire intake agent organization, including hiring, scheduling, coaching, quality assurance, and performance management for a pooled national team spanning workers' compensation, Social Security disability, personal injury, employment, referral, and new‑market intake.
• Manage staggered daytime shifts as well as overnight and after‑hours coverage.
• Own service‑level delivery, including speed‑to‑answer, speed‑to‑lead, contact‑rate floors, and weekend/after‑hours coverage.
• Staff according to demand curves and peak volume rather than averages.
• Develop and manage the inbound/outbound operating model, including inbound teams handling new callers and routing existing clients appropriately.
• Oversee outbound teams responsible for speed‑to‑lead and follow‑up cadences.
• Leverage automated dialing and text sequences to minimize low‑value dialing and allow agents to focus on meaningful conversations and full intakes.
• Partner with IT and platform vendors on telephony and intake technology, including Five9 contact center and Salesforce/Litify CMS.
• Own call‑flow design, queue and skill configuration, screen‑pop functionality, and reporting.
• Maintain daily quality control through scripted test calls across menu options and language paths.
• Oversee call scoring and contact‑rate reporting.
• Present accurate and trusted performance data to firm leadership on a weekly basis.
• Lead the intake transformation roadmap alongside operations consultants and the executive team.
• Sequence AI and automation into the intake funnel, beginning with after‑hours operations and expanding from there.
• Transition away from legacy answering services and consolidate weekend coverage into a scalable operating model.
• Drive conversion outcomes, including signed cases per lead, warm‑transfer quality into legal teams, and recovery of missed leads.
• Maintain a focus on retained clients and overall intake effectiveness, not simply phone statistics.

What Success Looks Like in the First Year

• Every call is answered within one ring during staffed hours.
• Contact rate is maintained at or above the firm’s 70% floor and continues to improve.
• A fully staffed pooled national team is operating according to the firm’s staffing model.
• Evening and weekend coverage is fully operational.
• Speed‑to‑lead is consistently maintained at two minutes during peak volume.
• Automation manages follow‑up cadences and after‑hours windows, allowing human agents to focus on live conversations and complete intakes.
• Leadership has access to a daily and weekly reporting rhythm they can trust without needing to independently verify the numbers.

What You Bring

• 7+ years of experience running high‑volume contact‑center or intake operations, ideally involving 50+ seats, multiple queues, multiple sites, and/or extended‑hours operations.
• At least 3 years of experience as the accountable operational leader.
• Experience in plaintiff‑side law, legal intake, insurance, or healthcare access is strongly preferred.
• Proven success hitting demanding service‑level metrics, including answer rates, speed‑to‑lead, and contact rates.
• A demonstrated ability to improve conversion and provide data supporting those results.
• Strong understanding of demand curves, occupancy, shrinkage, and staffing to peak demand.
• Hands‑on experience with modern contact‑center platforms such as Five9 or comparable CCaaS systems.
• Experience with CRM‑driven intake; Salesforce/Litify experience is a plus.
• Strong understanding of routing logic, IVR/call‑flow design, dialers, SMS, and workforce management.
• Experience implementing automation and AI within a contact center, including dialers, text‑first cadences, voice agents, or QA copilots.
• Sound judgment regarding where automation can improve operations and where a human voice is essential.
• A builder's mentality and strong leadership presence.
• Willingness to coach on the floor, conduct your own test calls, hold team members accountable, and communicate honestly with leadership when performance is below expectations.
• Bilingual English/Spanish operations experience is a meaningful plus.
• Ability and willingness to work on‑site at the firm's Philadelphia headquarters.

Why This Role, Why Now

Intake is one of the highest‑leverage operations within the firm, and firm leadership is treating it accordingly. The role includes a standing weekly position in the executive strategic meeting, investment already committed to technology and staffing, and a mandate that runs directly from the managing partner.

If you have been running someone else's call center to someone else's standards, this is an opportunity to build one yourself — in‑house, at national scale, for clients who genuinely need their calls answered.