Senior Call Center Manager / Operations Lead

Industry: Legal Lead Generation (Performance-Based)

Location: Remote (US Hours)

Compensation: $2,000 ~ $2,500/month (flexible base + variable)

About Launch Forward

Our client builds performance-based lead generation funnels for law firms. We work across multiple traffic sources—including paid ads and publisher partners—and are in the process of building a high-performing internal call center to complement our external partners.

They are looking for a senior call center operator to take full ownership of our internal call center and lead logistics, freeing the founder from day-to-day operations and setting the foundation to scale.

The Role

We’re hiring a Senior Call Center Manager / Operations Lead to build, run, and scale our internal call center from the ground up. This person will own lead flow, rep performance, tooling, and processes end-to-end, while recruiting and managing a growing team of 10–20+ reps over time.

This is a hands-on leadership role for someone who has built or scaled call centers before, thrives in KPI-driven environments, and knows how to turn high-intent leads into signed cases.

What You’ll Own
* Call Center Build & ScaleRecruit, train, manage, and scale an internal team of 10–20+ call center reps.Establish hiring profiles, onboarding, training, and ongoing coaching systems.Set clear expectations, performance standards, and accountability rhythms.
* Recruit, train, manage, and scale an internal team of 10–20+ call center reps.
* Establish hiring profiles, onboarding, training, and ongoing coaching systems.
* Set clear expectations, performance standards, and accountability rhythms.
* Lead Logistics & Firm CoordinationOwn lead flow from intake to disposition across spreadsheets, dialers, and firm feedback.Reconcile discrepancies between internal notes, spreadsheets, and law firm responses.Ensure rigorous follow-up on every lead and tight communication with partner firms.
* Own lead flow from intake to disposition across spreadsheets, dialers, and firm feedback.
* Reconcile discrepancies between internal notes, spreadsheets, and law firm responses.
* Ensure rigorous follow-up on every lead and tight communication with partner firms.
* Performance & KPIsDrive contact rates to 70%+ on high-intent leads.Improve throughput from contacted leads to signed cases.Track and optimize daily, weekly, and monthly KPIs for reps and the team overall.
* Drive contact rates to 70%+ on high-intent leads.
* Improve throughput from contacted leads to signed cases.
* Track and optimize daily, weekly, and monthly KPIs for reps and the team overall.
* Comp Plans & IncentivesDesign and optimize rep compensation and incentive structures tied to signed cases.Align rep behavior with revenue outcomes in a results-based model.Recommend performance incentives for the manager role as the team scales.
* Design and optimize rep compensation and incentive structures tied to signed cases.
* Align rep behavior with revenue outcomes in a results-based model.
* Recommend performance incentives for the manager role as the team scales.
* Tools & Process DesignEvaluate, select, and standardize the dialer and supporting call center tech stack.Implement processes and best practices the founder hasn’t had time to build yet.Reduce trial-and-error by bringing proven call center systems into place.
* Evaluate, select, and standardize the dialer and supporting call center tech stack.
* Implement processes and best practices the founder hasn’t had time to build yet.
* Reduce trial-and-error by bringing proven call center systems into place.
* Leadership & OwnershipAct as the day-to-day owner of the call center so the founder can step out of operations.Proactively identify issues and implement solutions without needing direction.Build a scalable, repeatable operation that performs even as volume increases.
* Act as the day-to-day owner of the call center so the founder can step out of operations.
* Proactively identify issues and implement solutions without needing direction.
* Build a scalable, repeatable operation that performs even as volume increases.

What We’re Looking For
* Proven experience building or running a call center (legal, lead gen, sales, or similar).
* Experience managing and scaling teams of 10+ reps.
* Strong operational mindset with comfort owning messy, fast-moving lead logistics.
* Deep understanding of contact rate optimization, follow-up systems, and conversion.
* KPI-driven operator who knows how to translate metrics into action.
* Comfortable working US hours.
* Experience with dialers, spreadsheets, and performance tracking tools.
* Bilingual (English/Spanish) is a plus but not required for this role.

Why This Role
* High ownership and autonomy—this is a true operator seat.
* Direct impact on revenue and company growth.
* Opportunity to build a call center from the ground up.
* Long-term growth as the internal team scales alongside external partne