Remote Director, Contact Center & Intake Operations

Poulin | Willey Trial Lawyers; Newark (DE); Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Remote work

Medical coverage

401(k) match

Performance-based incentives

Job summary

Poulin | Willey Trial Lawyers is seeking a results-driven Director of Contact Center & Intake Operations to lead our intake team, improve conversion, and streamline how prospective clients move through the intake process. This fully remote role (Eastern Time hours) rewards hands-on leadership, coaching, and data-driven process improvements to boost lead response, follow-up, and retainer conversion.

Eligible employees receive medical coverage, a 401(k) match, and a performance-based incentive

Qualifications

• Proven experience in personal injury intake operations or similar high-volume intake environments.
• Experience leading intake teams, contact centers, or high-volume client acquisition operations.
• Strong ability to analyze data and translate into actionable improvements.
• Excellent coaching, communication, 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 keep cases moving efficiently through each stage.
• Identify bottlenecks, aging leads, and missed opportunities and implement solutions.
• Analyze reports and dashboards to evaluate conversion rates, agent productivity, and intake efficiency.
• Evaluate lead quality and conversion trends to assess lead generation effectiveness.
• Provide regular performance updates and actionable recommendations to leadership.

Skills

Intake operations

Team leadership

Data-driven decisions

Analytics

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, improve conversion, and streamline how prospective clients move through the intake process. This fully remote role (Eastern Time hours) rewards hands-on leadership, coaching, and data-driven process improvements to boost lead response, follow-up, and retainer conversion.

Eligible employees receive medical coverage, a 401(k) match, and a performance-based incentive