Director, Provider Intake Contact Center

This is a fully remote position, open to applicants in United States.

📋 Description

• Provides strategic and operational guidance for LegalShield's Member Intake Services organization.

• Accountable for defining the vision, strategy, governance, and operational excellence of a high-volume, omnichannel contact center.

• Develops scalable operational models, sets performance standards, and ensures operational execution is in line with organizational priorities.

• Tracks key operational and member experience metrics, including service levels, response times, and quality scores.

• Collaborates with cross-functional teams to support strategic initiatives and enhance operational effectiveness.

• Offers executive leadership for business transformation projects.

• Cultivates and develops a high-performing leadership team while promoting a culture of accountability and innovation.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Communications, Organizational Leadership, Legal Studies, or a related field is required.

• Extensive knowledge of contact center operations, workforce management, and omnichannel service delivery.

• A minimum of seven (7) years of progressive leadership experience in contact center operations, customer service, service delivery, or similar operational environments is required.

• At least three (3) years of experience leading large-scale, high-volume contact center operations, overseeing managers and frontline teams.

• Proven track record in developing operational strategies, enhancing service delivery, and leading organizational transformation initiatives.

• Familiarity with applicable federal, state, and local regulations pertaining to privacy, compliance, and consumer communications, including TCPA and HIPAA where relevant.

• Strong financial and operational insight, including budgeting, forecasting, and resource planning.

🏝️ Benefits

• Flexible work arrangements.

• Professional development opportunities.

• Commitment to Equal Opportunity.