Director of Call Center Operations

Job Title: Director of Call Center Operations

Location: Los Angeles, FULL TIME IN THE OFFICE - NO HYBRID OR REMOTE

The Call Center Operations & Technology Manager is responsible for overseeing the end-to-end operations of the law firm’s call center, with a strong emphasis on leveraging technology to optimize efficiency, improve service delivery, and enhance client satisfaction. This role combines operational management, technological innovation, and team leadership. The ideal candidate will have a strong background in call center operations, process improvement, technology solutions, and team management.

Oversee the day-to-day operations of the call center, ensuring smooth workflows, high service levels, and compliance with the firm’s operational goals and legal requirements.

Manage call center staffing, scheduling, and performance to ensure optimal resource allocation and cost-efficiency, particularly during peak periods.

Develop and implement operational processes and strategies to streamline workflows, reduce wait times, and improve customer satisfaction.

Monitor call center metrics such as call volume, response times, customer satisfaction, and first-call resolution rates, and use data to drive improvements in service delivery.

Lead the selection, implementation, and maintenance of call center technology, including CRM systems, call routing software, automated tools, and performance analytics platforms.

Work closely with IT teams to ensure seamless integration of new technologies, ensuring the call center infrastructure is secure, scalable, and up-to-date.

Identify opportunities to automate repetitive tasks, enhance client interactions, and improve efficiency through the use of advanced technology and data analytics.

Troubleshoot technical issues related to call center systems and work with technical teams to resolve them promptly.

Supervise and mentor call center agents, providing coaching and guidance to ensure high standards of client service and adherence to firm policies.

Lead the training and development of call center agents on both operational procedures and the effective use of technology and systems.

Conduct performance evaluations and provide ongoing support to staff, ensuring they have the tools and knowledge to succeed in their roles.

Foster a collaborative and client-focused team environment that supports the firm’s goals and enhances the client experience.

Continuously evaluate and improve call center processes using methodologies such as Lean or Six Sigma to enhance operational efficiency and service quality.

Develop and maintain regular reporting systems to track key performance indicators (KPIs), operational efficiency, and client satisfaction.

Provide detailed analysis and strategic recommendations to firm leadership regarding operational improvements, technological upgrades, and system optimization.

Ensure that all call center operations comply with applicable legal regulations, including data privacy laws and client confidentiality requirements.

Maintain secure and compliant management of sensitive client information and ensure adherence to best practices in data protection.