DemandLane - Lead - Strategic Contact Center (10-15 yrs)

We are seeking a Strategic Contact Center Lead to drive business growth, operational efficiency, and workforce excellence in our U.S.-based claims qualification and legal services contact center. This role requires data-driven decision-making, cross-functional collaboration, and a deep understanding of contact center operations. The ideal candidate will oversee sales performance, quality assurance, training, agent development, and business KPIs, ensuring sustainable growth and operational excellence.

Roles & Responsibilities

1. Contact Center Operations & Strategy Execution

- Oversee U.S.-based claims qualification & sales processes, ensuring high conversion rates and lead engagement.

- Implement data-driven performance management to optimize AHT, CSAT, Resolution %, and Conversion rates.

- Collaborate with Product, Analytics, IT, and Marketing to enhance operational efficiency.

- Ensure all call center activities align with company OKRs and revenue goals.

2. Sales Enablement & Lead Optimization

- Train agents on U.S. sales methodologies, cultural nuances, and objection handling.

- Improve Downsell qualification rates (>90%) through structured sales coaching and QA interventions.

- Work with analytics to optimize scripts and pitch flows based on real-time call data and performance trends.

- Ensure agents are trained in lead nurturing, customer engagement, and personalized offer pitching.

3. Quality Assurance & Compliance

- Implement AI-driven and human-led QA programs to monitor call effectiveness and sales quality.

- Define call flow scoring models and track agent performance using QA dashboards and real-time analytics.

- Develop Corrective & Preventive Action (CAPA) plans for low-performing agents.

- Ensure 100% integration of all Downsell offers into the AQA process for performance tracking.

4. Training & Workforce Development

- Design and execute voice & accent, sales, and claims qualification training programs.

- Conduct bottom quartile (BQ) management programs to uplift underperforming agents.

- Set up structured performance improvement plans (PIPs) and ongoing coaching mechanisms.

- Work with Training and Quality teams to align learning initiatives with business objectives.

5. Data-Driven Operations & Performance Monitoring

- Leverage BI tools (Tableau, Power BI, SQL) to track KPIs and performance trends.

- Implement weekly performance reviews and KPI strategy meetings to identify improvement opportunities.

- Ensure Resolution % & SSA Qualified to Conversion % achieve target thresholds (92% & 90%).

- Develop real-time dashboards to track key metrics like LOT reduction and claim conversion rates.

6. Recruiting & Talent Acquisition

- Build a robust hiring pipeline with HR teams and external recruitment partners.

- Define structured hiring assessments to identify candidates with strong sales and communication skills.

- Ensure efficient onboarding of new hires, reducing ramp-up time to productivity.

7. Contact Center Expansion & Infrastructure Management

- Identify cost-effective locations for captive centers (India, Philippines, Mexico, Guatemala, etc.).

- Oversee office space rental, IT infrastructure, and contract negotiations for expansion.

- Ensure seamless IT support and zero downtime through robust service delivery protocols.

8. Business KPIs, Financial Management & Compliance

- Own contact center revenue, agent productivity, and business performance metrics.

- Optimize OPEX and CAPEX, ensuring operational spend aligns with revenue growth.

- Ensure compliance with legal and regulatory frameworks across different geographies.

9. Employee Engagement & Retention Strategies

- Design structured incentive programs (80:20 model) tied to agent productivity, login hours, and sales performance.

- Implement Rewards & Recognition (R&R) programs to boost agent motivation and retention.

- Foster a positive work culture with career pathing, training, and engagement initiatives.

Qualification Requirements

- 10+ years of experience in Contact Center Operations, preferably in U.S. sales, legal services, or financial services processes.

- Strong expertise in sales optimization, lead conversion, and agent performance improvement.

- Hands-on experience with QA frameworks, agent coaching, and sales training methodologies.

- Proficiency in BI tools (Tableau, Power BI, Looker) and SQL for data-driven decision-making.

- Experience in workforce planning, hiring, and talent management for contact centers.

- Strong knowledge of U.S. culture, communication styles, and sales psychology.

- Ability to work cross-functionally with IT, Analytics, Product, and HR teams.

- Experience in setting up captive centers and optimizing contact center operations globally.

- Proven track record of KPI management, revenue growth, and process optimization.

Good-to-Have Skills

- Experience with AI-based call monitoring and workforce automation tools.

- Familiarity with JIRA and other project management tools for strategy execution.

- Previous experience in mass tort, legal claims qualification, or financial services sales.

- Hands-on experience in setting up offshore teams in the Philippines, Mexico, or Guatemala.

- Strong negotiation and vendor management skills for cost optimization.

- Background in psychology-based sales techniques and behavioral coaching.

Why Join Us?

High-impact leadership role in a fast-growing legal & financial services contact center.

Direct ownership of business KPIs, process improvements, and revenue outcomes.

Opportunity to work with global teams and expand international contact center operations.

Innovate with AI, analytics, and automation tools to enhance workforce efficiency.

Lead a high-performance team and drive industry-leading contact center excellence.