Remote Director: Contact Center & Intake Operations

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

Benefits offered by this job

Medical and dental coverage

Employer-paid life insurance

Telemedicine and counseling services

401(k) with employer matching

Employer-provided technology and gear

Job summary

Poulin | Willey Trial Lawyers is seeking a results-driven Director of Contact Center & Intake Operations to lead our intake team and improve conversion of inquiries into retained cases. This fully remote role emphasizes hands-on leadership, process optimization, and data-driven improvements in a fast-paced personal injury practice.

You will coach agents, monitor performance dashboards (Litify), and collaborate with leadership to streamline workflows, boost response times, and enhance the client

Qualifications

• Experience in personal injury intake operations.
• Proven track record of improving conversion and efficiency.
• Experience coaching and managing intake teams.

Responsibilities

• Lead and oversee daily contact center and intake operations.
• Coach and develop intake agents, team leads, and supervisors.
• Improve lead response times, follow-up, and case conversion.
• Analyze reports and dashboards to evaluate performance.
• Provide regular performance updates to leadership.

Skills

Intake operations

Team leadership

CRM analytics

Data-driven decisions

Tools

Litify

CRM platforms

Job description

Poulin | Willey Trial Lawyers is seeking a results-driven Director of Contact Center & Intake Operations to lead our intake team and improve conversion of inquiries into retained cases. This fully remote role emphasizes hands-on leadership, process optimization, and data-driven improvements in a fast-paced personal injury practice.

You will coach agents, monitor performance dashboards (Litify), and collaborate with leadership to streamline workflows, boost response times, and enhance the client