Director of Contact Center & Intake Operations (Remote)

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

Benefits offered by this job

Medical & dental coverage

Telemedicine services

401(k) with employer matching

Employer-provided technology & gear

Job summary

Poulin | Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to oversee the intake team, improve conversion, and streamline how prospective clients move through the intake process.

The ideal candidate has leadership experience in personal injury intake, a track record of boosting conversions, and a hands-on approach to coaching teams, optimizing processes, and using data to drive decisions. This role is fully remote in the United States.

Qualifications

• Proven experience in personal injury intake operations.
• Experience leading intake teams and contact centers.
• 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.
• Excellent coaching and people management skills.
• Analytical and data-driven decision making.

Responsibilities

• Lead daily contact center and intake operations.
• Coach and develop intake agents, team leads, and supervisors.
• Improve lead response times, follow-up, and conversions.
• Monitor intake work queues to move cases efficiently through stages.
• Identify bottlenecks and implement solutions to boost performance.
• Analyze dashboards in Litify to evaluate conversion rates and productivity.
• Assess lead quality and conversion trends.
• Set clear performance expectations and coaching processes.
• Improve intake workflows, documentation, and client experience.
• Collaborate with leadership on process improvements and automation.
• Provide regular performance updates and actionable recommendations.

Skills

Intake operations

Team leadership

Data analysis

Litify CRM

Process improvement

Tools

Litify

Job description

Poulin | Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to oversee the intake team, improve conversion, and streamline how prospective clients move through the intake process.

The ideal candidate has leadership experience in personal injury intake, a track record of boosting conversions, and a hands-on approach to coaching teams, optimizing processes, and using data to drive decisions. This role is fully remote in the United States.