Director of Contact Center & Intake Operation

Poulin | Willey Trial Lawyers; Leawood (KS); Remote; USD 68,000 - 83,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Life insurance

Telemedicine

Counseling

Flexible PTO

Paid holidays

401k match

Equipment provided

Job summary

Poulin | Willey Trial Lawyers is seeking a seasoned leader to run our remote personal injury intake team. You will oversee daily contact center operations, coach intake agents, and drive faster response times and higher qualified-case conversion.

You’ll analyze Litify dashboards, monitor queues, and collaborate with leadership to implement process improvements, technology optimizations, and actionable improvements to client experience.

Qualifications

• Proven experience in personal injury intake operations.
• Experience leading intake teams, contact centers, or high-volume client acquisition.
• Strong understanding of lead qualification, follow-up, case progression, and retainer conversion.
• Experience using Litify or similar CRM platforms to analyze data and monitor performance.

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, and conversion.
• Monitor intake work queues to move prospective cases efficiently.
• Identify bottlenecks and implement solutions to improve performance.
• Analyze reports in Litify to evaluate conversion rates and productivity.
• Evaluate lead quality and conversion trends to inform marketing efforts.
• Establish clear performance expectations and coaching processes.
• Improve intake workflows, documentation, and client experience.
• Collaborate with leadership on process improvements and tech optimization.
• Provide regular performance updates and actionable recommendations.

Skills

Intake operations

Team leadership

Coaching

Data analysis

CRM usage

Tools

Litify

Job description

What You'll Do

• Lead and oversee daily contact center and personal injury intake operations.
• Manage, 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 prospective cases are moving efficiently through each stage of the process.
• Identify bottlenecks, aging leads, and missed opportunities, and implement solutions to improve performance.
• Analyze reports and dashboards in Litify or similar CRM platforms to evaluate conversion rates, agent productivity, and intake efficiency.
• Evaluate lead quality and conversion trends to help determine the effectiveness of lead generation efforts.
• Establish clear performance expectations, accountability measures, and coaching processes.
• Improve intake workflows, documentation, follow-up procedures, and overall client experience.
• Collaborate with leadership to identify opportunities for process improvements, technology optimization, and automation.
• Provide regular performance updates and actionable recommendations to leadership.

What We're Looking For

• Proven experience in personal injury intake operations, preferably within a personal injury law firm.
• Experience leading intake teams, contact center agents, or high-volume client acquisition operations.
• Strong understanding of the personal injury intake process, including lead qualification, follow-up, case progression, and retainer conversion.
• Demonstrated success improving conversion rates, team productivity, or operational performance.
• Experience using Litify or similar CRM platforms to analyze data, monitor performance, and identify opportunities for improvement.
• Strong coaching, communication, and people management skills.
• Ability to manage work queues, prioritize opportunities, and keep cases moving efficiently.
• Highly analytical, proactive, and comfortable making data-driven decisions.
• Positive energy, strong initiative, and a results-oriented mindset.
• Willingness to be hands‑on, understand the day‑to‑day operation, and take ownership of improving results.

Additional Experience Considered

Candidates with leadership experience in insurance sales, senior living, assisted care, addiction treatment admissions, or other high-volume, conversion-focused environments may also be considered. Personal injury intake experience is strongly preferred.

Compensation & Work Arrangement

• Compensation & Work Arrangement
• Base Salary: $75,000 USD annually
• Incentive Plan: Performance-based incentives
• On-Target Earnings (OTE): Approximately $100,000 USD annually, including base salary and incentives
• Location: Fully Remote – United States
• Schedule: Full-Time | Eastern Time Hours

• Eligible employees may receive medical and dental coverage with employer contributions, employer‑paid life insurance, telemedicine and counseling services, flexible paid time off, paid holidays, a 401(k) with employer matching after six months, and employer‑provided technology and equipment.

Eligibility and benefit terms are subject to applicable plans and company policies.