Director of Call Center Intake The Director of Call Center Sales leads a high-volume inbound sales operation, overseeing the people, processes, and performance strategies responsible for converting prospective clients into revenue. This role combines contact center leadership with a strong sales mindset, ensuring every opportunity is handled quickly, consistently, and strategically. The Director is responsible for driving sales performance across the call center, establishing clear KPIs, improving conversion rates, strengthening lead management, and creating accountability throughout the operation. Working closely with Marketing, Operations, and Firm Leadership, this leader uses data, coaching, and technology to identify opportunities, eliminate inefficiencies, and maximize the value of every inbound lead. Responsibilities Oversee the functionality, reliability, and efficiency of contact center phone systems. Ensure seamless integration between call center technology and CRM systems, enabling accurate and timely data flow. Build and maintain performance dashboards that provide actionable insights into productivity, quality, conversion, and operational efficiency. Identify and resolve technical and systems-related issues quickly and proactively. Establish a culture of continuous improvement, accountability, and operational excellence. Evaluate and implement emerging technologies, including Generative AI, to improve efficiency and performance. Analyze contact center metrics to identify trends, performance gaps, and opportunities for optimization. Develop and implement strategies to improve lead conversion and create a seamless transition from initial inquiry to client onboarding. Qualifications 7+ years of experience managing contact center technology, CRM systems, and/or contact center operations. Strong analytical skills with the ability to translate complex data into actionable business insights. Proven leadership and team management experience in a high-volume environment. Proficiency with performance monitoring, reporting, and contact center technology platforms. Exceptional problem-solving skills with a proactive, solutions-oriented approach. Curiosity and tenacity when evaluating new technologies, systems, and process improvements. Ability to operate effectively in a fast-paced environment and adapt to changing priorities. Strong knowledge of contact center best practices, KPIs, and industry standards. Spanish fluency is a strong plus.

Pay:

$160,000.00 - $200,000.00 per year

Benefits:

401(k) Dental insurance Employee assistance program Parental leave Retirement plan

Work Location:

In person