Remote Director, Contact Center & Intake Operations
Poulin | Willey Trial Lawyers
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Benefits offered by this job
Job summary
Poulin | Willey Trial Lawyers is seeking 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. This role emphasizes hands-on leadership, data-driven improvements, and building strong teams to convert qualified opportunities into retained cases.
The ideal candidate has personal injury intake leadership experience, excels in a fast-paced environment,
Qualifications
- Proven experience in personal injury intake operations.
- Experience leading intake teams or high-volume client acquisition.
- Strong understanding of lead qualification, follow-up, case progression, and retainer conversion.
- Experience using Litify or similar CRM to analyze data and improve performance.
- Excellent coaching, communication, and people management skills.
Responsibilities
- Lead daily contact center and intake operations.
- Coach and develop intake agents, team leads and supervisors.
- Improve lead response times, follow-up, and qualified-case conversion.
- Monitor queues to keep cases moving efficiently through stages.
- Identify bottlenecks and implement solutions to boost performance.
- Analyze reports and dashboards to evaluate conversion rates and productivity.
- Evaluate lead quality and conversion trends to inform marketing efforts.
- Set clear performance expectations and coaching processes.
- Improve intake workflows, documentation, and client experience.
- Collaborate with leadership on process improvements and automation.
- Provide regular performance updates and actionable recommendations.
Skills
Tools
Job description
Poulin | Willey Trial Lawyers is seeking 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. This role emphasizes hands-on leadership, data-driven improvements, and building strong teams to convert qualified opportunities into retained cases.
The ideal candidate has personal injury intake leadership experience, excels in a fast-paced environment,
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