Remote Director, Contact Center & Intake Operations

Poulin | Willey Trial Lawyers; Orangeburg (SC); À distance; USD 75 000 - 100 000; Plein temps

Avantages offerts par ce poste

Medical coverage

Dental coverage

Life insurance

Telemedicine

Counseling services

Flexible PTO

Paid holidays

401(k) with employer match

Tech equipment provided

Résumé du poste

Poulin | Willey Trial Lawyers seeks an experienced leader to run daily personal injury intake operations. You will coach intake agents, team leads, and supervisors, driving faster responses and higher qualified-case conversion.

You will monitor queues, identify bottlenecks, and implement data-driven improvements using Litify or similar CRMs. You will also analyze performance, guide process improvements, and provide leadership with actionable recommendations to optimize client experience and

Qualifications

• Proven experience in personal injury intake operations.
• Experience leading intake teams in high-volume environments.
• Strong coaching, communication and people management skills.
• Demonstrated success improving conversion rates and performance.
• Experience using Litify or similar CRM platforms to analyze data.

Responsabilités

• Lead and oversee daily contact center and personal injury intake operations.
• Coach and develop intake agents, team leads, and supervisors.
• Improve lead response times, follow-up execution, and qualified-case conversion.
• Monitor queues to keep cases moving through each stage.
• Identify bottlenecks and implement solutions to boost performance.
• Analyze reports and dashboards in Litify to evaluate conversion and productivity.
• Evaluate lead quality and conversion trends to gauge effectiveness.
• Establish clear performance expectations and coaching processes.
• Improve workflows, documentation, follow-up procedures, and client experience.
• Collaborate with leadership on process improvements and automation.
• Provide regular performance updates and actionable recommendations.

Connaissances

Intake leadership

Team coaching

CRM analytics

Process improvement

Data-driven decisions

Outils

Litify

Description du poste

Poulin | Willey Trial Lawyers seeks an experienced leader to run daily personal injury intake operations. You will coach intake agents, team leads, and supervisors, driving faster responses and higher qualified-case conversion.

You will monitor queues, identify bottlenecks, and implement data-driven improvements using Litify or similar CRMs. You will also analyze performance, guide process improvements, and provide leadership with actionable recommendations to optimize client experience and