Director of Contact Center & Intake Operation

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

Benefits offered by this job

Medical and dental coverage

401(k) with employer matching

Employer-provided equipment

Flexible paid time off

Paid holidays

Job summary

Poulin | Willey Trial Lawyers is seeking an experienced Head of Personal Injury Intake to lead a busy contact center and intake team. You will coach agents, drive faster lead response, improve conversion rates, and ensure smooth progression of cases through each stage in our intake process.

You will analyze Litify data, identify bottlenecks, and implement coaching and workflow improvements. This role targets hands-on leadership and measurable performance gains for a remote US operation.

Qualifications

• Proven experience in personal injury intake operations and high‑volume client acquisition.
• Experience leading intake teams, contact center agents, or supervisors.
• Strong understanding of lead qualification, follow‑ups, and retainer conversion.
• Ability to analyze data in CRM platforms to drive improvements.

Responsibilities

• 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 move prospective cases efficiently through each stage.
• Identify bottlenecks, aging leads, and missed opportunities and implement solutions.
• Analyze reports and dashboards in Litify or similar CRM platforms to evaluate conversion rates and productivity.
• Evaluate lead quality and conversion trends to determine effectiveness of lead generation.
• Establish clear performance expectations, accountability measures, and coaching processes.
• Improve intake workflows, documentation, follow‑up procedures, and client experience.
• Collaborate with leadership to identify opportunities for process improvements and automation.
• Provide regular performance updates and actionable recommendations to leadership.

Skills

Personal injury intake

Team leadership

Coaching and development

Data analysis

Tools

Litify CRM

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.