Remote Director, Contact Center & Intake Operations

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

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 performance. This Remote role focuses on streamlining how prospective client inquiries move through the intake process and driving data-driven improvements.

The ideal candidate has extensive personal injury intake experience, strong leadership, and the ability to turn operational data into actionable improvements.

Qualifications

• Extensive experience in personal injury intake operations.
• Proven track record leading intake teams and contact centers.
• Strong data analysis to drive conversion improvements.
• Experience using Litify or similar CRM platforms.
• Excellent coaching and people-management skills.

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 move efficiently through each stage.
• Identify bottlenecks, aging leads, and missed opportunities, and implement solutions.
• 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.

Skills

Personal injury intake operations

Team leadership

Data-driven decisions

Litify CRM experience

Process optimization

Tools

Litify

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 performance. This Remote role focuses on streamlining how prospective client inquiries move through the intake process and driving data-driven improvements.

The ideal candidate has extensive personal injury intake experience, strong leadership, and the ability to turn operational data into actionable improvements.