Director of Call Center

Wilshire Law Firm • Los Angeles, CA

4d

About The Position

Wilshire Law Firm is a distinguished, award-winning legal practice with over 19 years of experience, specializing in Personal Injury, Employee Rights, and Consumer Class Action lawsuits. We are dedicated to upholding the highest standards of Excellence and Justice and are united in our commitment to achieve the best outcome for our clients. You will work side by side on a team of dynamic, collaborative, and client-focused professionals who are committed to delivering on our founding core values: Excellence, Teamwork, and Integrity. The Opportunity Our contact center serves as the front line of client acquisition and revenue generation within a high-volume inbound setting, directly impacting conversion, quality, and operational efficiency. We are seeking a Director of Contact Center Operations to lead a multi-layer team, bringing structure, accountability, and disciplined execution to drive measurable performance improvements across staffing, coaching, and revenue-focused KPIs.

Requirements

• 7+ years proven experience in managing call center technology and CRM systems.
• Strong analytical skills with the ability to interpret complex data and generate actionable insights.
• Excellent leadership and team management abilities.
• Proficiency in using performance monitoring tools and software.
• Exceptional problem-solving skills and proactive approach.
• Curiosity and tenacity in exploring new technologies and solutions.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Familiarity with data visualization tools such as Tableau or Power BI.
• Knowledge of call center best practices and industry standards.

Nice To Haves

• Fluency in Spanish a strong plus

Responsibilities

• Oversee the functionality and efficiency of our phone systems.
• Ensure seamless connectivity between call center systems and CRM to facilitate accurate and timely data transfer.
• Create and maintain dashboards to monitor call center performance, providing actionable insights to help team members improve their efficiency and effectiveness.
• Identify and resolve technical issues swiftly.
• Foster a culture of continuous improvement, making everyone better at their jobs by ensuring our systems are seamless and efficient.
• Integrate emerging technologies, such as Generative AI, into our systems to enhance our effectiveness and drive innovation.
• Analyze call center metrics to identify trends, areas for improvement, and opportunities for optimization.
• Implement strategies to enhance lead conversion rates, ensuring a smooth transition from inquiry to client onboard.

Benefits

• Bonus eligible when targets are met.
• Paid time off and paid holidays.
• Opportunities for growth and advancement.
• Team outings and sponsored events.
• Referral bonus program.
• Firm-paid Medical HMO with affordable HMO and PPO upgrades.
• Low-cost Dental and Vision plans.
• Paid Life and AD&D insurance.
• 401k.
• FSA (Flexible Spending Account).
• EAP (Employee Assistance Program).
• Pet Insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed