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Director of Call Center Operations

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$150 - $200 a year

Job Title: Director of Call Center Operations

Location: Los Angeles, FULL TIME IN THE OFFICE - NO HYBRID OR REMOTE

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.

Average salary estimate

$175000 / YEARLY (est.)

min

max

$150000K

$200000K

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What You Should Know About Director of Call Center Operations, Revelations Executive Search

Are you ready to take the helm as the Director of Call Center Operations at a leading law firm in Beverly Hills? In this pivotal role, you'll oversee the entire call center operation, ensuring every interaction maximizes client satisfaction while boosting efficiency through innovative technology. Your day-to-day will be anything but mundane as you manage staffing, refine processes, and drive performance metrics for an exceptional client experience. You'll work closely with teams to implement cutting-edge CRM systems and analyze data to identify areas for improvement. This is a unique opportunity to blend your expertise in call center operations with a passion for team leadership and tech-savvy solutions. Plus, you're not just managing agents; you’re mentoring them to cultivate a culture of excellence. With your background in process improvement methodologies, such as Lean or Six Sigma, your analytical approach will inform key recommendations that shape the future of the firm. And, of course, compliance and data security are paramount, so you’ll be ensuring that all aspects of the call center adhere to legal regulations. If you're seeking a role that offers both the challenge of operational management and the satisfaction of enhancing customer interactions, then this is a fantastic opportunity for you to shine and contribute to the firm’s success!

Frequently Asked Questions (FAQs) for Director of Call Center Operations Role at Revelations Executive Search

What are the responsibilities of the Director of Call Center Operations at the law firm in Beverly Hills?

As the Director of Call Center Operations, you'll be responsible for overseeing the day-to-day operations of the call center, ensuring optimal workflows, staffing, and compliance with operational goals. You'll lead the implementation of technology solutions and monitor key performance metrics to enhance service delivery and client satisfaction.