DK Law - Injury, Accident, and More · 20 hours ago
Call Center Director
Costa Mesa, CA
Full-time
Onsite
Director/Executive
6+ years expDK Law is a modern injury and accident law firm that is passionate about providing exceptional client experiences. The Intake Director will lead a 100-person sales team focused on converting leads into signed cases while driving performance and implementing sales strategies.
Legal
Responsibilities
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
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
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
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
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
Qualification
Required
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
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
Preferred
Experience with Genesis, Salesforce and Litify preferred
Bilingual (Spanish) highly preferred
Benefits
Firm-paid medical, dental, vision, and life insurance after 60 days
401(k) with 3% company match after 1 year
2 weeks of PTO after 90 days
Access to our state-of-the-art on-site gym
Career pathing and development opportunities
A passionate, driven team that actually enjoys working together
Company
DK Law - Injury, Accident, and More
Personal Injury Law Firm
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Daniel Kim
Managing Partner | Founder
Recent News
2025-02-12
Company data provided by crunchbase