Director of Intake & Contact Center Ops - Remote

Poulin | Willey Trial Lawyers; Lumberton (NC); À distance; USD 75 000 - 100 000; Plein temps

Avantages offerts par ce poste

Medical coverage

Dental coverage

Telemedicine services

Flexible PTO

Paid holidays

401(k) with employer matching

Equipment provided

Résumé du poste

Poulin & Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to lead our intake team, improve conversion, and streamline how inquiries move through our process. This role fits an experienced leader ready to drive results in a fast-paced environment.

The ideal candidate has deep personal injury intake experience, strong coaching skills, and a hands-on approach to optimizing workflows, data, and technology to convert opportunities into retained cases.

Qualifications

• Experience in personal injury intake operations.
• Experience leading intake teams or high-volume client acquisition operations.
• Strong coaching, communication and people management skills.
• Hands-on, data-driven, and able to convert insights into actions.
• Familiarity with Litify or similar CRM platforms to analyze performance.

Responsabilités

• Lead daily contact center and intake operations.
• Coach and develop intake agents, leads, and supervisors.
• Improve lead response times, follow-up, and conversion.
• Monitor queues to keep cases moving efficiently.
• Identify bottlenecks and implement process improvements.
• Analyze reports in CRM to evaluate conversion and productivity.
• Evaluate lead quality and retainer conversion trends.
• Set performance expectations and coaching processes.
• Improve workflows, documentation, and client experience.
• Collaborate on technology optimization and automation.
• Provide regular performance updates and actionable recommendations.

Connaissances

Lead intake teams

Personal injury intake

Coaching & communication

Data-driven decisions

CRM analytics (Litify)

Outils

Litify

Description du poste

Poulin & Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to lead our intake team, improve conversion, and streamline how inquiries move through our process. This role fits an experienced leader ready to drive results in a fast-paced environment.

The ideal candidate has deep personal injury intake experience, strong coaching skills, and a hands-on approach to optimizing workflows, data, and technology to convert opportunities into retained cases.