Strategic Contact Center Lead

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.