Director - Contact Center & Intake Ops (Remote)

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

Benefits offered by this job

Medical and dental coverage

Employer 401(k) with matching

Telemedicine and counseling services

Paid time off & holidays

Employer-provided technology

Job summary

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

This role is ideal for an experienced personal injury Intake Manager or Contact Center Leader who thrives in a fast-paced environment, builds strong teams, and uses data to drive improvements in conversion and client experience. Remote work is available across the United States.

Qualifications

• Proven experience in personal injury intake operations.
• Experience leading intake teams or contact centers.
• Strong understanding of lead qualification, follow-up, case progression, and retainer conversion.

Responsibilities

• Lead and oversee daily contact center and personal injury intake operations.
• Coach and develop intake agents, team leads, and supervisors.
• Improve lead response times, follow-up execution, and qualified-case conversion.
• Monitor intake work queues to keep cases moving through stages.
• Identify bottlenecks, aging leads, and missed opportunities and implement improvements.
• Analyze reports in Litify to evaluate conversion, productivity, and efficiency.
• Evaluate lead quality and conversion trends to assess marketing impact.
• Provide regular performance updates and actionable recommendations to leadership.

Skills

Personal injury intake ops

People leadership

CRM analytics (Litify)

Data-driven decision making

Tools

Litify

Job description

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

This role is ideal for an experienced personal injury Intake Manager or Contact Center Leader who thrives in a fast-paced environment, builds strong teams, and uses data to drive improvements in conversion and client experience. Remote work is available across the United States.