Head of Intake & Contact Center Operations

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

Benefits offered by this job

Medical coverage

Dental coverage

401(k) with matching

Flexible PTO

Paid holidays

Tech stipend

Job summary

Poulin | Willey Trial Lawyers is seeking a results-driven Director of Contact Center & Intake Operations to lead our intake team, improve conversion, and streamline how prospective client inquiries move through the intake process.

This role combines hands-on leadership with data-driven process optimization to build strong teams, improve workflows, and convert qualified opportunities into retained cases.

Qualifications

• Experience in personal injury intake operations at a law firm or similar setting.
• Proven ability to lead intake teams and drive improvements in conversion and efficiency.
• Strong data analysis skills using CRM dashboards and reports.

Responsibilities

• Lead daily contact center and PI intake operations and manage agents and supervisors.
• Coach teams, monitor queues, and improve lead response times and conversion.
• Analyze dashboards to evaluate performance and identify bottlenecks.
• Collaborate with leadership to optimize workflows, technology, and processes.
• Provide regular performance updates and actionable recommendations.

Skills

Intake operations

Team leadership

Litify CRM

Data-driven decisions

Coaching & people management

Communication

Tools

Litify

Job description

Poulin | Willey Trial Lawyers is seeking a results-driven Director of Contact Center & Intake Operations to lead our intake team, improve conversion, and streamline how prospective client inquiries move through the intake process.

This role combines hands-on leadership with data-driven process optimization to build strong teams, improve workflows, and convert qualified opportunities into retained cases.