Remote Director, Contact Center & Intake Operations

Poulin | Willey Trial Lawyers; Wilmington (DE); A distancia; USD 68.000 - 83.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical & dental coverage

Life insurance

Telemedicine & counseling

Flexible paid time off

Paid holidays

401(k) with employer matching

Company-provided technology

Descripción de la vacante

Poulin | Willey Trial Lawyers seeks a Director of Contact Center & Intake Operations to lead our intake team and optimize conversion performance. You will turn inquiries into retained cases, coach agents, and drive process improvements in a fast-paced PI law firm environment.

The role emphasizes hands-on leadership, collaboration with leadership, and a focus on improving response times, follow-up, and client experience while leveraging data insights from Litify or similar CRMs.

Formación

• Proven experience leading personal injury intake operations or contact center teams.
• Experience converting inquiries into retained cases with strong follow-up.
• Comfortable using data to drive process improvements and coaching.
• Ability to manage high-volume intake and prioritize opportunities.

Responsabilidades

• Lead and oversee daily contact center and personal injury intake operations.
• Coach and develop intake agents, team leads, and supervisors.
• Drive improvements in lead response times, follow-up, and qualified-case conversion.
• Monitor queues to ensure cases move efficiently through each stage.
• Identify bottlenecks and implement solutions to improve performance.
• Analyze reports in Litify or similar CRMs to evaluate conversion rates and productivity.
• Assess lead quality and conversion trends to inform marketing and intake strategy.
• Establish clear performance expectations and coaching processes.
• Improve intake workflows, documentation, and client experience.
• Collaborate with leadership on process improvements and technology optimization.
• Provide regular performance updates and actionable recommendations to leadership.

Conocimientos

Intake operations leadership

CRM analytics

Litify experience

Team coaching

Educación

Bachelor's degree or equivalent experience

Herramientas

Litify CRM

Descripción del empleo

Poulin | Willey Trial Lawyers seeks a Director of Contact Center & Intake Operations to lead our intake team and optimize conversion performance. You will turn inquiries into retained cases, coach agents, and drive process improvements in a fast-paced PI law firm environment.

The role emphasizes hands-on leadership, collaboration with leadership, and a focus on improving response times, follow-up, and client experience while leveraging data insights from Litify or similar CRMs.