We’re a growing U.S.-based personal injury law firm committed to delivering exceptional client experiences through compassionate service, operational excellence, and innovative technology.
As we continue to expand, we’re looking for a Head of Contact Center Operations to lead and optimize our Global Client Service Center (GCSC). This role is ideal for an experienced operations leader who thrives on improving performance, building scalable systems, and leveraging technology to create better outcomes for both clients and team members.
The Head of Contact Center Operations will oversee the strategy, performance, and day-to-day operations of our client communication function. This individual will drive workforce management, reporting, process improvement, RingCentral optimization, and automation initiatives that support the firm’s continued growth.
Success in this role requires a strong understanding of contact center operations, data-driven decision-making, workforce planning, and technology implementation. The ideal candidate is energized by identifying opportunities for improvement, implementing solutions, and building high-performing service operations that deliver consistent results.
What You’ll Do
- Lead and oversee the day-to-day operations of the Global Client Service Center.
- Manage workforce planning, staffing, scheduling, and performance metrics.
- Oversee RingCentral operations, reporting, workflows, and platform optimization.
- Monitor operational data and identify opportunities to improve efficiency, productivity, and service levels.
- Evaluate and implement automation and AI-driven solutions that enhance communication and reduce manual processes.
- Build and maintain reporting dashboards that provide actionable insights to leadership.
- Partner with cross-functional teams to improve processes and client experience.
- Develop and maintain operational procedures, standards, and best practices.
- Lead strategic projects focused on growth, efficiency, and continuous improvement.
What We’re Looking For
- 5+ years of leadership experience in contact center operations, customer service, customer experience, or client operations.
- Experience leading teams in high-volume communication environments.
- Strong workforce management, scheduling, forecasting, and reporting experience.
- Experience with RingCentral or similar contact center platforms.
- Experience implementing process improvements, technology solutions, or automation initiatives.
- Strong analytical, communication, and leadership skills.
- Ability to identify operational challenges and implement scalable solutions.
Preferred Experience
- AI-powered customer service or automation tools.
- Legal services, healthcare, insurance, BPO, or other service-focused industries.
- CRM, workflow automation, and reporting platforms.
Compensation
$50,000–$60,000 USD annually (combination of base compensation and performance incentives).
Job Type: Full-time
Pay: $500.00 - $650.00 per hour
Language:
Work Location: Remote
