Call Center Associate Director - Inbound & Outbound Sales

At Postman Law we are dedicated to creating a workplace where passionate professionals can make a real difference. Our team of experienced personal injury attorneys and case staff work together to advocate for individuals who have been wronged or injured. We guide clients through every step of their journey to ensure they receive the justice and compensation they deserve. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do. 

Purpose: We are seeking a highly driven Call Center Associate Director to lead our nationwide inbound and outbound sales operations for a fast-growing personal injury law firm. The ideal candidate will possess a high sense of urgency, exceptional technical and analytical capabilities, and a proven ability to optimize call center performance to drive conversions and client sign-ups.

This role oversees a team of 50+ sales agents, with planned growth to over 200 agents in the next 24 months. The Call Center Associate Director will be responsible for scaling operations, improving close rates, and building a world-class sales organization that delivers measurable results.

This is a full-time, in-person position based in our Lake Mary, Florida, office and comes with a competitive annual base salary, year-end discretionary bonus, and benefits. 

Primary Responsibilities:

Leadership & Strategy

• Lead, coach, and motivate a distributed team of inbound and outbound sales agents to achieve and exceed performance targets.
• Develop and implement sales strategies, scripts, and best practices that drive higher close rates and maximize client sign-ups.
• Build and sustain a high-performance culture emphasizing speed, accountability, and service excellence.

Operational Management

• Oversee day-to-day call center operations to ensure all KPIs related to speed-to-lead, abandon rate, close rate, and agent productivity are consistently met.
• Continuously monitor lead flow and agent availability to ensure rapid response and minimize missed opportunities.
• Identify operational inefficiencies and implement data-driven solutions to improve efficiency and performance.

Technical & Analytical Excellence

• Manage CRM and call center systems such as Twilio, Five9, RingCentral, Salesforce, HubSpot, or similar platforms.
• Create and analyze detailed performance reports, tracking trends, conversion metrics, and lead sources to identify opportunities for growth.
• Collaborate cross-functionally with Marketing, Intake Operations, Development, and Legal Operations to ensure a seamless handoff from lead generation to signed client.

Performance Optimization

• Develop and refine key performance indicators (KPIs) and real-time dashboards to track and visualize critical sales metrics.
• Conduct regular coaching, performance reviews, and training sessions with agents and team leaders to enhance skill development.
• Identify and implement growth strategies to increase conversion rates and improve client onboarding experiences.

Key Performance Indicators (KPIs)

• Close Rate: Percentage of qualified leads successfully converted into signed clients.
• Speed-to-Lead: Average time from lead creation to first contact and client sign-up.
• Agent Performance: Individual productivity, conversion efficiency, and process adherence.

Qualifications:

• Bachelor’s degree in Business, Communications, or a related field, or equivalent experience.
• 10+ years of call center management experience; 5+ years in a sales-focused, performance-based director-level role preferred.
• Proven success managing large, multi-state sales or intake teams (100+ agents).
• Advanced proficiency with CRM systems, dialer technology, and call analytics software.
• Strong analytical, reporting, and strategic decision-making skills.
• Exceptional leadership, communication, and coaching abilities.
• Experience in legal intake or personal injury law preferred but not required.