Head of Contact Center & Intake Operations

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

Benefits offered by this job

Medical coverage

Dental coverage

Telemedicine and counseling

Paid time off

401(k) with employer matching

Employer-provided technology

Job summary

Poulin | Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to lead a high-volume intake team, boost conversions, and optimize how prospective clients move through the intake funnel.

The ideal candidate has deep personal injury intake experience, strong coaching skills, and a data-driven mindset to turn metrics into measurable improvements. This role is fully remote across the United States with Eastern Time alignment.

Qualifications

• Proven experience in personal injury intake operations.
• Experience leading intake teams, contact centers, or high-volume client acquisition operations.
• Strong coaching, communication, and people management skills.
• Ability to analyze data, monitor performance, and identify opportunities for improvement.
• Experience using Litify or similar CRM platforms.

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 execution, and conversion.
• Monitor intake queues to keep cases moving through each stage.
• Identify bottlenecks and missed opportunities, implementing solutions.
• Analyze reports and dashboards to evaluate conversion rates and productivity.
• Evaluate lead quality and conversion trends to inform marketing efforts.
• Establish performance expectations and coaching processes.
• Improve intake workflows, follow-up procedures, and client experience.
• Collaborate with leadership on process improvements and technology optimization.
• Provide regular performance updates and actionable recommendations.

Skills

Personal injury intake operations

Team leadership

Data-driven decision making

CRM data analysis

Coaching & people management

Tools

Litify

Job description

Poulin | Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to lead a high-volume intake team, boost conversions, and optimize how prospective clients move through the intake funnel.

The ideal candidate has deep personal injury intake experience, strong coaching skills, and a data-driven mindset to turn metrics into measurable improvements. This role is fully remote across the United States with Eastern Time alignment.