Apply on Employer Site

Keller Postman LLC · 6 days ago

Call Center Associate Director - Inbound & Outbound Sales

Lake Mary, FL

Full-time

Onsite

Lead/Staff, Director/Executive

10+ years exp

Keller Postman LLC is dedicated to creating a workplace where passionate professionals can make a real difference, focusing on personal injury law. They are seeking a highly driven Call Center Associate Director to lead inbound and outbound sales operations, overseeing a team of 50+ agents and aiming to scale operations while optimizing performance and driving client sign-ups.

AdviceConsultingLegal

Responsibilities

Lead, coach, and motivate a distributed team of inbound and outbound sales agents to achieve and exceed performance targets

Develop and implement sales strategies, scripts, and best practices that drive higher close rates and maximize client sign-ups

Build and sustain a high-performance culture emphasizing speed, accountability, and service excellence

Oversee day-to-day call center operations to ensure all KPIs related to speed-to-lead, abandon rate, close rate, and agent productivity are consistently met

Continuously monitor lead flow and agent availability to ensure rapid response and minimize missed opportunities

Identify operational inefficiencies and implement data-driven solutions to improve efficiency and performance

Manage CRM and call center systems such as Twilio, Five9, RingCentral, Salesforce, HubSpot, or similar platforms

Create and analyze detailed performance reports, tracking trends, conversion metrics, and lead sources to identify opportunities for growth

Collaborate cross-functionally with Marketing, Intake Operations, Development, and Legal Operations to ensure a seamless handoff from lead generation to signed client

Develop and refine key performance indicators (KPIs) and real-time dashboards to track and visualize critical sales metrics

Conduct regular coaching, performance reviews, and training sessions with agents and team leaders to enhance skill development

Identify and implement growth strategies to increase conversion rates and improve client onboarding experiences

Qualification

Call center managementCRM systems proficiencySales strategy developmentAnalytical skillsCoaching skillsLegal intake experienceLeadership abilitiesCommunication skills

Required

Bachelor's degree in Business, Communications, or a related field, or equivalent experience

10+ years of call center management experience; 5+ years in a sales-focused, performance-based director-level role preferred

Proven success managing large, multi-state sales or intake teams (100+ agents)

Advanced proficiency with CRM systems, dialer technology, and call analytics software

Strong analytical, reporting, and strategic decision-making skills

Exceptional leadership, communication, and coaching abilities

Preferred

5+ years in a sales-focused, performance-based director-level role preferred

Experience in legal intake or personal injury law preferred but not required

Benefits

Year-end discretionary bonus

Benefits

Company

Keller Postman LLC

Keller Postman LLC is a national law firm that represents a broad array of clients as plaintiffs in complex litigation at the trial and appellate levels.

Founded in 2018

Chicago, Illinois, USA

201-500 employees