Director Call Center Operations

Job Title : Director of Call Center Operations

Location : ON SITE in Beverly Hills area. Only candidates able to work full time in the Los Angeles office need apply.

Position Overview :

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.

Key Responsibilities :

• Operational 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.
• Technology Implementation & Management :
• 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.
• Leadership & Team Development :
• 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.
• Process Improvement & Reporting :
• 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.
• Compliance & Data Security :
• 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.

Qualifications :

Skills & Abilities :

Work Environment :

This position provides an exciting opportunity to lead and innovate within the call center, combining operational management, technological advancement, and team leadership to ensure a superior client experience and operational efficiency for the law firm.