Director of Contact Center

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Ovation Law Firm

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

👥 B2C

B2C

Ovation Law Firm is a California-based personal injury law firm that represents accident and injury victims across the state. The firm focuses on car, truck, rideshare (Uber) and motorcycle accidents, pedestrian and dog-bite injuries, spinal cord injuries, and lemon law matters. Ovation offers contingency-fee representation (clients pay nothing unless the firm wins), handles upfront case costs, provides 24/7 availability, free case evaluations, and multiple California offices with willingness to meet clients at their location; it also coordinates with licensed co-counsel for out-of-state matters.

📋 Description

• Own the contact center end-to-end, including: Intake (inbound, outbound, sms, email, warm transfers), Workforce Management (WFM), Quality Assurance (QA), Training & onboarding, Operational Excellence, Reporting & Analytics • Drive core KPIs: Contact rate, Conversion rate (lead to signed), Speed to lead, QA scores and compliance • Build and lead the management layer (functional owners, supervisors, team leads) • Establish tight operating rhythms across: Demand, scheduling, and staffing models, QA feedback loops and coaching, Training programs and ramp plans • Identify bottlenecks and continuously optimize the intake funnel • Partner with marketing and data teams to align lead quality with conversion performance • Own daily and weekly performance reporting, ensuring data is accurate and actionable • Implement systems, tooling, and automation to scale efficiently • Ensure compliance with all regulatory and calling requirements • Drive a culture of accountability, performance, and continuous improvement

🎯 Requirements

• Proven experience leading large-scale contact center operations (100+ agents) • Experience owning multiple functions (WFM, QA, training, analytics), not just frontline ops • Highly data-driven with strong operational instincts • Deep understanding of: Call center performance metrics, Conversion optimization, Workforce planning and forecasting • Experience with platforms like Five9, Salesforce, or similar • Strong leadership capability - can build and scale through managers • High ownership mindset - acts with a sense of urgency and takes responsibility for outcomes, not activity

🏖️ Benefits

• Competitive compensation commensurate with experience • Health, dental, and vision insurance benefits • Paid time off (PTO) • Opportunity to directly influence the growth and success of a rapidly expanding law firm • A leadership role with visibility and direct interaction with executive leadership • The opportunity to develop and shape a high-performing intake team • Long-term growth opportunities within a fast-growing organization