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Job Description
Director of Call Center Operations at Company Director of Call Center Operations at Company in PARAMUS, New Jersey Posted in 7 days ago.
Type:
full-time
Job Description:
Position Summary We are seeking an experienced and results-driven Director of Call Center Operations to lead and optimize the performance of our legal intake and client communication teams. This senior leadership role is responsible for overseeing all aspects of call center operations, including staff performance, operational efficiency, KPI management, workforce development, process improvement, and business analytics. The ideal candidate is a strategic operations leader with a strong background in call center management, data-driven decision-making, and team leadership. This individual will leverage analytics tools such as Tableau and Power BI to evaluate operational performance, identify trends, improve workflows, and drive measurable results across the organization. Key Responsibilities Lead the daily operations of the call center to ensure exceptional client experience, productivity, and service quality. Develop, monitor, and manage key performance indicators (KPIs), service levels, conversion metrics, quality assurance standards, and operational benchmarks. Analyze operational data and business performance metrics using Tableau, Power BI, and other reporting tools to identify trends, gaps, and opportunities for improvement. Create and implement strategic initiatives focused on process optimization, operational efficiency, and continuous improvement. Build, manage, mentor, and motivate high-performing teams, including supervisors, managers, and frontline call center staff. Develop training programs, coaching strategies, and performance management processes to improve employee engagement and productivity. Establish accountability standards and performance expectations across all operational functions. Partner with executive leadership to align call center operations with company objectives and growth strategies. Evaluate staffing models, workforce planning, scheduling, and resource allocation to maximize operational effectiveness. Ensure compliance with company policies, legal industry standards, and client confidentiality requirements. Prepare and present operational reports, dashboards, and executive summaries to senior leadership. Foster a positive, high-performance culture focused on teamwork, accountability, and client satisfaction. Qualifications Bachelor's degree in Business Administration, Operations Management, Communications, or related field preferred. 7+ years of progressive call center operations leadership experience, preferably within a legal, professional services, healthcare, or high-volume client services environment. Proven experience managing large teams and leading supervisors and operational managers. Strong expertise in KPI management, operational reporting, workforce optimization, and performance analytics. Advanced proficiency with Tableau, Power BI, Excel, Dashboarding, and data visualization/reporting platforms. Demonstrated success implementing process improvements and operational efficiencies in a fast-paced environment. Exceptional leadership, coaching, communication, and organizational skills. Ability to analyze complex operational data and translate findings into actionable business strategies. Strong problem-solving abilities with a focus on continuous improvement and measurable outcomes. Experience with CRM systems, call center technologies, and performance management platforms preferred. Core Competencies Operational Leadership Strategic Planning Data Analytics & Reporting Team Development & Coaching Process Improvement KPI & Performance Management Workforce Optimization Change Management Client Service Excellence Cross-Functional Collaboration Compensation & Benefits We offer a competitive compensation package, performance incentives, comprehensive benefits, and opportunities for long-term career growth within a dynamic and growing legal organization.
