Director of Contact Center & Intake Operation

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

Benefits offered by this job

Medical and dental coverage

401(k) with employer matching

Equipment provided

Paid time off

Job summary

Poulin | Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to lead the intake team, improve conversion, and streamline how inquiries progress through the process. This role suits an experienced personal injury Intake Manager or Contact Center Leader ready for greater leadership responsibilities.

The ideal candidate thrives in a fast-paced environment, understands personal injury intake, and can turn operational data into meaningful improvements.

Qualifications

• 5+ years in personal injury intake operations.
• Proven leadership of intake teams or contact centers.
• Experience using Litify or similar CRM to analyze data and monitor performance.
• Strong analytical mindset and metrics-driven approach.
• Excellent coaching and communication skills.

Responsibilities

• Lead daily contact center and personal injury intake operations.
• Coach and develop intake agents, team leads, and supervisors.
• Improve lead response times, follow-up, and qualified-case conversion.
• Monitor queues to keep cases moving efficiently through stages.
• Identify bottlenecks and missed opportunities; implement improvements.
• Analyze reports and dashboards in CRM to evaluate conversion and productivity.
• Evaluate lead quality and conversion trends to inform marketing strategies.
• Set clear performance expectations and coaching processes.
• Improve intake workflows and client experience.
• Collaborate with leadership on process optimization and automation.
• Provide regular performance updates and recommendations to leadership.

Skills

Intake operations leadership

Team building

Data-driven decision making

Operations optimization

CRM data analysis

Coaching and mentorship

Tools

Litify

Job description

We are a growing U.S.-based personal injury law firm seeking a results-driven Director of Contact Center & Intake Operations to lead our intake team, improve conversion performance, and streamline how prospective client inquiries move through the intake process.

This role is ideal for an experienced personal injury Intake Manager, Contact Center Manager, or Team Lead who is ready to take on greater leadership responsibilities.

We're looking for someone who understands personal injury intake, thrives in a fast-paced environment, and knows how to turn operational data into meaningful improvements. The right candidate is energetic, hands-on, and motivated by building strong teams, improving processes, and converting qualified opportunities into retained cases.

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.