Contact Center Director

Summary

Join Stafi as a Live Director and oversee the strategic direction, operations, and performance of Stafi’s Intake & Reception Service. Ensure exceptional client experiences, achieve operational and revenue goals, and continuously develop a high-performing agent team. Act as the key liaison between clients, agents, and internal leadership, tailoring services to client needs while maintaining operational efficiency, compliance, and scalability. Lead the planning, implementation, and improvement of service operations, developing and enforcing standard operating procedures. Monitor service delivery metrics, client satisfaction, and financial performance. Oversee client onboarding and act as the escalation point for client issues.

Requirements

• Proven leadership experience in operations management, preferably in intake/reception, call center, or legal support services
• Exceptional communication and interpersonal skills, with the ability to manage client relationships effectively
• Expertise in using and integrating telephony, CRM, and scheduling systems
• Highly organized, analytical, and detail-oriented, with a strong ability to multitask in a fast-paced environment
• Ability to work independently while managing a remote, distributed team

Responsibilities

• Lead the planning, implementation, and continuous improvement of Stafi Live Service operations
• Develop, document, and enforce standard operating procedures (SOPs) for all intake, reception, and message-handling services
• Monitor service delivery metrics, client satisfaction, and financial performance to ensure goals are met or exceeded
• Identify opportunities for process optimization and technology improvements to enhance productivity and service quality
• Oversee onboarding for new clients, ensuring tailored intake scripts, call-handling instructions, and service parameters are set up accurately
• Collaborate with clients to understand their practice areas, preferred workflows, and goals, especially for specialized industries such as immigration and personal injury law
• Act as the escalation point for client issues, ensuring prompt and effective resolution
• Maintain proactive communication with clients to ensure retention, upselling, and positive referral generation
• Directly manage and mentor a team of agents, including Team Leads, ensuring they are trained in client-specific protocols, customer service excellence, and compliance requirements
• Implement performance monitoring systems and conduct regular quality assurance reviews
• Foster a culture of accountability, continuous learning, and high morale
• Manage the implementation and optimization of telephony, scheduling, and CRM systems used for Stafi Live Service
• Coordinate with IT and third-party vendors to ensure smooth operation of tools such as Dialpad, Microsoft Bookings, and case management platforms
• Maintain data security and confidentiality in compliance with client and industry regulations
• Track KPIs, including call handling times, client satisfaction scores, and agent productivity
• Generate and present regular performance reports to senior leadership
• Recommend and implement strategies for growth, including new service offerings

Preferred Qualifications

Strong understanding of law firm operations, especially in immigration and personal injury practices, is highly desirable

Benefits

• Biweekly Payments : Guaranteed with no deductions from our end
• Long-Term Opportunities : Build a lasting professional relationship with us
• Fully Remote : Work from the comfort of your home—no onsite travel required
• Paid Time Off : Enjoy 2 weeks of paid leave and recognition of US holidays
• Wellness Support : Access our in-house psychologist and wellness coaching services
• Professional Growth : Benefit from free training, language improvement sessions, and coaching programs
• Exclusive Learning Access : Unlock free access to 200+ continuous improvement courses