Remote Director, Contact Center & Intake Operations

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

Benefits offered by this job

Medical insurance

Dental coverage

Life insurance

Telemedicine

Counseling services

Paid time off

Holidays

401(k) matching

Equipment provided

Job summary

Poulin | Willey Trial Lawyers seeks 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.

The ideal candidate has experience in personal injury intake leadership, a hands-on management style, and a proven track record of turning data into actionable improvements that boost case retention and client experience.

Responsibilities

• 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.

Job description

Poulin | Willey Trial Lawyers seeks 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.

The ideal candidate has experience in personal injury intake leadership, a hands-on management style, and a proven track record of turning data into actionable improvements that boost case retention and client experience.