MarketPro Inc Defunct
Director of Contact Center Operations & Technology
MarketPro Inc Defunct, Las Vegas, Nevada, us, 89105
Job Description
The Director of Contact Center Operations & Technology is a strategic, results-driven leader responsible for optimizing the performance, technology, and people that power our intake and contact center organization. This individual will drive the vision and execution of a best-in-class operation focused on lead conversion, intake excellence, and customer experience.
We're seeking a proven operator with deep expertise in legal intake management-ideally within a personal injury or high-volume legal services environment-who thrives on improving contact rates, conversion, and customer satisfaction through people, process, and technology innovation.
This role oversees both inbound and outbound call operations, including bilingual (English/Spanish) teams, and will ensure every interaction maximizes conversion potential. The ideal candidate combines operational excellence with hands-on experience in CRM and intake platforms such as Lead Docket, Salesforce, or comparable systems, and brings a data-driven mindset to performance management, technology adoption, and team leadership.
Key Responsibilities Strategic Leadership & Operations • Define and execute a scalable contact center and intake strategy aligned with firm growth objectives, emphasizing lead conversion, customer satisfaction, and operational efficiency. • Lead inbound and outbound operations across multiple channels (voice, chat, SMS, social, email, and ground engagement), maintaining excellence in performance, productivity, and conversion. • Manage intake KPIs including missed calls, abandoned calls, contact rates, and conversion rates, ensuring accountability and continuous improvement. • Partner closely with Marketing to ensure alignment on lead flow, lead quality, and campaign follow-up, providing insights and feedback to enhance the overall funnel performance. • Report intake and contact center performance to firm leadership, delivering trend analyses, insights, and data-driven recommendations to inform business decisions.
Technology & Process Innovation • Champion adoption and optimization of modern contact center technologies, including AI-driven analytics, automation, and omni-channel CRM systems. • Evaluate and enhance CRM and intake systems (e.g., Lead Docket, Salesforce) to streamline workflows, improve data capture, and increase conversion efficiency. • Collaborate with IT and vendor partners to implement next-generation tools that elevate client experience and team productivity.
Team Leadership & Culture • Lead, coach, and inspire a bilingual (English/Spanish) team of managers and associates, fostering a culture of accountability, empowerment, and continuous improvement. • Oversee resource planning, recruiting, onboarding, training, and retention to build a sustainable, high-performing team. • Create an environment that celebrates excellence, encourages feedback, and drives measurable results.
Customer Experience & Revenue Growth • Design and implement strategies that enhance the intake experience and improve conversion from inquiry to retained client. • Leverage analytics to identify performance gaps and opportunities across the intake funnel, implementing solutions that increase efficiency and conversion. • Align closely with Marketing and Sales to translate lead intelligence into improved contact strategies and customer outcomes.
Governance & Compliance • Ensure all intake and contact center activities comply with legal, ethical, and internal firm standards. • Maintain rigorous reporting, quality monitoring, and compliance frameworks to ensure accountability and transparency.
Requirements Education & Experience • Bachelor's degree required; MBA or advanced degree preferred. • 10+ years of contact center leadership experience, with 5+ years in legal intake or lead conversion environments strongly preferred. • Proven success in managing inbound and outbound sales or intake operations with measurable improvement in conversion and performance. • Experience leading bilingual or multilingual teams preferred. • Track record of collaboration with Marketing and cross-functional teams to optimize lead management and campaign performance. • Hands-on expertise with CRM and intake platforms (Lead Docket, Salesforce, or similar).
Skills & Competencies • Strategic and analytical mindset with proven ability to translate data into actionable insights. • Deep understanding of intake performance metrics and how to drive improvement across KPIs. • Strong leadership, coaching, and communication skills. • Experience managing technology integrations, automation initiatives, and process improvement programs. • Proficiency in workforce management, analytics, and reporting platforms.
Why This Role Matters
This is a transformative leadership opportunity at the intersection of intake excellence, technology, and business growth. The Director of Contact Center Operations & Technology will shape the firm's first impression with every prospective client-elevating performance, conversion, and client experience while fostering a culture of innovation and accountability
We're seeking a proven operator with deep expertise in legal intake management-ideally within a personal injury or high-volume legal services environment-who thrives on improving contact rates, conversion, and customer satisfaction through people, process, and technology innovation.
This role oversees both inbound and outbound call operations, including bilingual (English/Spanish) teams, and will ensure every interaction maximizes conversion potential. The ideal candidate combines operational excellence with hands-on experience in CRM and intake platforms such as Lead Docket, Salesforce, or comparable systems, and brings a data-driven mindset to performance management, technology adoption, and team leadership.
Key Responsibilities Strategic Leadership & Operations • Define and execute a scalable contact center and intake strategy aligned with firm growth objectives, emphasizing lead conversion, customer satisfaction, and operational efficiency. • Lead inbound and outbound operations across multiple channels (voice, chat, SMS, social, email, and ground engagement), maintaining excellence in performance, productivity, and conversion. • Manage intake KPIs including missed calls, abandoned calls, contact rates, and conversion rates, ensuring accountability and continuous improvement. • Partner closely with Marketing to ensure alignment on lead flow, lead quality, and campaign follow-up, providing insights and feedback to enhance the overall funnel performance. • Report intake and contact center performance to firm leadership, delivering trend analyses, insights, and data-driven recommendations to inform business decisions.
Technology & Process Innovation • Champion adoption and optimization of modern contact center technologies, including AI-driven analytics, automation, and omni-channel CRM systems. • Evaluate and enhance CRM and intake systems (e.g., Lead Docket, Salesforce) to streamline workflows, improve data capture, and increase conversion efficiency. • Collaborate with IT and vendor partners to implement next-generation tools that elevate client experience and team productivity.
Team Leadership & Culture • Lead, coach, and inspire a bilingual (English/Spanish) team of managers and associates, fostering a culture of accountability, empowerment, and continuous improvement. • Oversee resource planning, recruiting, onboarding, training, and retention to build a sustainable, high-performing team. • Create an environment that celebrates excellence, encourages feedback, and drives measurable results.
Customer Experience & Revenue Growth • Design and implement strategies that enhance the intake experience and improve conversion from inquiry to retained client. • Leverage analytics to identify performance gaps and opportunities across the intake funnel, implementing solutions that increase efficiency and conversion. • Align closely with Marketing and Sales to translate lead intelligence into improved contact strategies and customer outcomes.
Governance & Compliance • Ensure all intake and contact center activities comply with legal, ethical, and internal firm standards. • Maintain rigorous reporting, quality monitoring, and compliance frameworks to ensure accountability and transparency.
Requirements Education & Experience • Bachelor's degree required; MBA or advanced degree preferred. • 10+ years of contact center leadership experience, with 5+ years in legal intake or lead conversion environments strongly preferred. • Proven success in managing inbound and outbound sales or intake operations with measurable improvement in conversion and performance. • Experience leading bilingual or multilingual teams preferred. • Track record of collaboration with Marketing and cross-functional teams to optimize lead management and campaign performance. • Hands-on expertise with CRM and intake platforms (Lead Docket, Salesforce, or similar).
Skills & Competencies • Strategic and analytical mindset with proven ability to translate data into actionable insights. • Deep understanding of intake performance metrics and how to drive improvement across KPIs. • Strong leadership, coaching, and communication skills. • Experience managing technology integrations, automation initiatives, and process improvement programs. • Proficiency in workforce management, analytics, and reporting platforms.
Why This Role Matters
This is a transformative leadership opportunity at the intersection of intake excellence, technology, and business growth. The Director of Contact Center Operations & Technology will shape the firm's first impression with every prospective client-elevating performance, conversion, and client experience while fostering a culture of innovation and accountability