MarketPro · 5 hours ago
Director, Contact Center Operations & Legal Intake (Marketing & Sales Call Center)
Las Vegas, NV
Full-time
Onsite
Director/Executive
10+ years expMarketPro is seeking a strategic and results-driven leader for the role of Director of Contact Center Operations & Intake. This individual will be responsible for optimizing the performance and technology of the contact center organization, focusing on lead conversion and customer experience.
MarketplaceProfessional NetworkingProfessional Services
Responsibilities
Define and execute a scalable contact center and intake strategy aligned with firm growth objectives, emphasizing lead conversion, customer satisfaction, and operational efficiency
Lead inbound and outbound operations across multiple channels (voice, chat, SMS, social, email, and ground engagement), maintaining excellence in performance, productivity, and conversion
Manage intake KPIs including missed calls, abandoned calls, contact rates, and conversion rates, ensuring accountability and continuous improvement
Partner closely with Marketing to ensure alignment on lead flow, lead quality, and campaign follow-up, providing insights and feedback to enhance overall funnel performance
Report intake and contact center performance to firm leadership, delivering trend analyses, insights, and data-driven recommendations to inform business decisions
Champion adoption and optimization of modern contact center technologies, including AI-driven analytics, automation, and omnichannel CRM systems
Evaluate and enhance CRM and intake systems (e.g., Lead Docket, Salesforce) to streamline workflows, improve data capture, and increase conversion efficiency
Collaborate with IT and vendor partners to implement next-generation tools that elevate client experience and team productivity
Lead, coach, and inspire a bilingual (English/Spanish) team of managers and associates, fostering a culture of accountability, empowerment, and continuous improvement
Oversee resource planning, recruiting, onboarding, training, and retention to build a sustainable, high-performing team
Create an environment that celebrates excellence, encourages feedback, and drives measurable results
Design and implement strategies that enhance the intake experience and improve conversion from inquiry to retained client
Leverage analytics to identify performance gaps and opportunities across the intake funnel, implementing solutions that increase efficiency and conversion
Align closely with Marketing and Sales to translate lead intelligence into improved contact strategies and customer outcomes
Ensure all intake and contact center activities comply with legal, ethical, and internal firm standards
Maintain rigorous reporting, quality monitoring, and compliance frameworks to ensure accountability and transparency
Qualification
Required
Bachelor's degree required
10+ years of contact center leadership experience
5+ years in legal intake or lead conversion environments strongly preferred
Proven success in managing inbound and outbound sales or intake operations with measurable improvement in conversion and performance
Hands-on expertise with CRM and intake platforms (Lead Docket, Salesforce, or similar)
Strategic and analytical mindset with proven ability to translate data into actionable insights
Deep understanding of intake performance metrics and how to drive improvement across KPIs
Strong leadership, coaching, and communication skills
Experience managing technology integrations, automation initiatives, and process improvement programs
Proficiency in workforce management, analytics, and reporting platforms
Preferred
MBA or advanced degree preferred
Experience leading bilingual or multilingual teams preferred
Track record of collaboration with Marketing and cross-functional teams to optimize lead management and campaign performance
Company
MarketPro
MarketPro is an emerging technology and a constantly-evolving marketplace is with highly talented marketing team.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Melissa x Melissa Van Rossum
CEO, Founder
Recent News
Pakistan Observer
2025-04-17
2025-04-12
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