Remote Director, Contact Center & Intake Operations

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

Benefits offered by this job

Medical and dental coverage

401(k) with employer matching

Employer-provided equipment

Flexible paid time off

Paid holidays

Job summary

Poulin | Willey Trial Lawyers is seeking an experienced Head of Personal Injury Intake to lead a busy contact center and intake team. You will coach agents, drive faster lead response, improve conversion rates, and ensure smooth progression of cases through each stage in our intake process.

You will analyze Litify data, identify bottlenecks, and implement coaching and workflow improvements. This role targets hands-on leadership and measurable performance gains for a remote US operation.

Qualifications

• Proven experience in personal injury intake operations and high‑volume client acquisition.
• Experience leading intake teams, contact center agents, or supervisors.
• Strong understanding of lead qualification, follow‑ups, and retainer conversion.
• Ability to analyze data in CRM platforms to drive improvements.

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 move prospective cases 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 and productivity.
• Evaluate lead quality and conversion trends to determine effectiveness of lead generation.
• Establish clear performance expectations, accountability measures, and coaching processes.
• Improve intake workflows, documentation, follow‑up procedures, and client experience.
• Collaborate with leadership to identify opportunities for process improvements and automation.
• Provide regular performance updates and actionable recommendations to leadership.

Skills

Personal injury intake

Team leadership

Coaching and development

Data analysis

Tools

Litify CRM

Job description

Poulin | Willey Trial Lawyers is seeking an experienced Head of Personal Injury Intake to lead a busy contact center and intake team. You will coach agents, drive faster lead response, improve conversion rates, and ensure smooth progression of cases through each stage in our intake process.

You will analyze Litify data, identify bottlenecks, and implement coaching and workflow improvements. This role targets hands-on leadership and measurable performance gains for a remote US operation.