Director, Contact Center & Intake Operations - Remote

Poulin | Willey Trial Lawyers; Aiken (SC); Remote; USD 75,000 - 100,000; Full time

Benefits offered by this job

Remote work

Health benefits

401(k)

Job summary

Poulin | Willey Trial Lawyers seeks a results-driven Director of Contact Center & Intake Operations to lead our intake team, improve conversion performance, and streamline how prospective clients move through the intake process.

Ideal candidates will have experience in personal injury intake, coach teams, and translate data from Litify or similar CRMs into actionable improvements. This role offers full-time remote work across the United States with competitive compensation.

Qualifications

• Extensive experience in personal injury intake operations.
• Proven track record of improving conversion and throughput.
• Experience coaching large teams in contact centers.

Responsibilities

• Lead and oversee daily contact center and personal injury intake operations.
• Coach and develop intake agents, team leads, and supervisors.
• Drive improvements in lead response times, follow-up execution, and qualified-case conversion.
• Monitor intake work queues to ensure cases move efficiently through stages.
• Identify bottlenecks, aging leads and missed opportunities, implementing solutions.
• Analyze reports and dashboards in Litify or similar CRM platforms to evaluate conversion rates and productivity.
• Evaluate lead quality and conversion trends to assess lead generation effectiveness.
• Establish clear performance expectations and coaching processes.
• Improve intake workflows, documentation, follow-up procedures, and client experience.
• Collaborate with leadership to identify process improvements and technology optimizations.
• Provide regular performance updates and actionable recommendations to leadership.

Skills

Leadership

Data-driven decisions

Coaching

Operations management

Communication

Tools

Litify

Job description

Poulin | Willey Trial Lawyers seeks a results-driven Director of Contact Center & Intake Operations to lead our intake team, improve conversion performance, and streamline how prospective clients move through the intake process.

Ideal candidates will have experience in personal injury intake, coach teams, and translate data from Litify or similar CRMs into actionable improvements. This role offers full-time remote work across the United States with competitive compensation.