Remote Director, Injury Intake & Contact Center

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

Benefits offered by this job

Healthcare coverage

Dental coverage

Telemedicine

401(k) with matching

Equipment provided

Job summary

Poulin | Willey Trial Lawyers is seeking a high‑energy leader to oversee daily personal injury intake operations in a fully remote role across the United States. You will coach intake agents, team leads, and supervisors, driving improvements in response times, follow‑ups, and conversion rates.

You will analyze performance data using Litify or similar CRM tools, identify bottlenecks, and establish clear expectations and coaching processes.

Qualifications

• Proven experience in personal injury intake operations.
• Experience leading intake teams or high-volume client acquisition.
• Strong understanding of lead qualification, follow-up, and retainer conversion.
• Demonstrated success improving conversion rates and productivity.
• Experience using Litify or similar CRM platforms to analyze data.

Responsibilities

• 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 conversion.
• Monitor intake work queues to keep cases moving.
• Identify bottlenecks and implement improvement solutions.
• Analyze reports in Litify or similar CRM to evaluate performance.
• Evaluate lead quality and conversion trends to guide decisions.
• Establish performance expectations and coaching processes.
• Improve intake workflows and the overall client experience.
• Collaborate with leadership on process improvements and automation.
• Provide regular performance updates and actionable recommendations.

Job description

Poulin | Willey Trial Lawyers is seeking a high‑energy leader to oversee daily personal injury intake operations in a fully remote role across the United States. You will coach intake agents, team leads, and supervisors, driving improvements in response times, follow‑ups, and conversion rates.

You will analyze performance data using Litify or similar CRM tools, identify bottlenecks, and establish clear expectations and coaching processes.