Call Center Director

DK Law - Injury, Accident, and More•Costa Mesa, CA

5d•Onsite

About The Position

At DK Law, we don’t just represent our clients. We stand with them, all the way. We’re modern injury and accident attorneys who go all the way for every client, from every background. At the heart of our work is a simple but powerful belief: every client’s experience matters, and we honor it as if it were our own. From the very first call to the final resolution, we approach every case with the mindset that it’s going the distance. That same mindset fuels our workplace culture. We’re a team of purpose-driven professionals who care deeply, move fast, and never lose sight of the human side of what we do. If you're passionate about making an impact, growing with a team that values excellence and empathy, and being part of something bigger, we’d love to meet you. The Intake Director will lead a 100-person sales team, both domestic and global, responsible for qualifying and converting high volumes of leads into signed cases. The selected candidate will be expected to drive performance, implement sales strategy, manage KPIs, and motivate a fast-paced team of hourly sales agents. This is a fully in-office leadership role with high visibility and direct impact on revenue. Ideal candidate must be someone who thrives in a fast-paced, high-volume environment and can lead through structure, accountability, and continuous improvement. This role is ideal for someone who wants to take ownership of frontline performance, holds a high bar for results, and isn’t afraid to dig deep to solve problems at their root.

Requirements

6+ years of experience leading high-volume, revenue-focused sales teams, both domestic and offshore
Proven success in contact center leadership (legal intake, mortgage, telecommunications, or similar industries)
Must have 3 years experience managing and training both domestic and offshore teams, ideally in a tech-forward environment
Deep knowledge of Salesforce CRM and call center operations software, experience with Genesis, Saleforce and Litify preferred.
Demonstrated ability to manage through others, holding them accountable for their team’s performance
Experience using data to diagnose issues and implementing operational or behavioral changes that improved outcomes
Track record of driving performance by managing inputs, not just outcomes
Proven track record of achieving and exceeding KPIs in a high-volume environment.
Exceptional communication, negotiation, and coaching skills.
Strong problem-solving skills with a strategic mindset.
Energized, positive mindset, used to rolling up your sleeves, digging into data, and solving problems at their root
Position is 100% located in Costa Mesa, CA — no remote or hybrid options

Nice To Haves

Bilingual (Spanish) highly preferred.

Responsibilities

Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Work closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics.
Coaching & Development: Work with team leads to raise the performance of every agent through coaching, clear feedback, and consistent expectations. Help create a culture where high performance is recognized and rewarded, and underperformance is addressed head-on. Build and refine scalable sales strategies, cadences, and training materials.
Operational Oversight: Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest. Partner with functional leads to ensure alignment on priorities and translate strategic goals into weekly agent-level plans. Track and optimize contact center metrics (e.g., speed to answer, conversion rates, agent scoring). Leverage Salesforce and contact center tools for pipeline and performance tracking
Root Cause Problem Solving: Diagnose performance issues at their root → whether driven by people, process, systems or execution, and develop action plans that improve inputs, not just outcomes. Establish proactive mechanisms to prevent issues from recurring.
Workflow & System Optimization: Partner with Leadership to identify and implement process improvements and system enhancements. Use data and frontline insights to continuously improve how agents work and how customers experience our service.