TITLE: Call Center Technology Manager

TYPE: Full-Time

COMPENSATION RANGE: $120,000 - $150,000 per year

LOCATION: Los Angeles, CA (Downtown)

WORK MODEL: Onsite

INDUSTRY: Legal Services / Professional Services

COMPANY INFO

A rapidly growing legal services organization generating approximately $250M in annual revenue with about 600 employees, operating a high-volume call center environment and leveraging modern technology, CRM systems, and optimized workflows to drive client conversion and operational efficiency.

ROLE

The Call Center Technology Manager oversees the full technology infrastructure powering the call center, ensuring optimal system performance, seamless CRM integrations, and accurate data flow across teams. The role is responsible for ensuring operations are running smoothly while supporting technical issues and driving systems advancements. This role develops dashboards, analyzes key performance metrics, resolves system issues, manages vendors, and drives continuous improvement by integrating emerging technologies.

Responsibilities

·     Oversee the technology infrastructure supporting the call center, ensuring peak performance and efficiency.

·     Manage integrations across Intakes, Marketing, and Salesforce CRM to maintain data accuracy and effective lead management.

·     Administer automation workflows, APIs, and system connections (hands-on technical management; not a development role).

·     Develop, maintain, and enhance dashboards and reporting tools (Smart Sheets, Salesforce, Tableau, Power BI) to monitor performance and conversion metrics.

·     Diagnose, triage, and resolve outages or system disruptions (e.g., Regal downtime) with minimal business impact.

·     Manage third-party vendor relationships to ensure reliable service delivery.

·     Identify opportunities to streamline workflows, optimize integrations, and improve user experience.

·     Align technical solutions with business needs to support growth and operational excellence.

REQUIRED & PREFERRED QUALIFICATIONS

·     Minimum 5 years managing call center technology and related systems.

·     Proficiency with Salesforce CRM (required).

·     3+ years vendor management experience.

·     Strong project/program management skills; ability to manage multiple priorities.

·     Proven problem-solving skills with the ability to diagnose and resolve issues quickly.

·     Strong analytical skills; ability to translate complex data into actionable strategies.

·     Excellent communication skills for cross-functional alignment.

·     Experience with automation workflows, APIs, and third-party integrations.