Remote Director, Intake & Contact Center Operations

Poulin | Willey Trial Lawyers; Hampton (SC); Remote; USD 68.000 - 83.000; Vollzeit

Benefits dieser Stelle

Medical and dental coverage

Employer-paid life insurance

Telemedicine services

Flexible paid time off

Paid holidays

401(k) with employer matching

Provided technology and equipment

Zusammenfassung

Poulin | Willey Trial Lawyers seeks a results-driven Director of Contact Center & Intake Operations to lead our intake team and optimize how inquiries convert to retained cases. This remote role targets professionals with a strong background in personal injury intake and high-volume environments.

The ideal candidate will coach agents, manage performance, and implement process improvements using Litify or similar CRM platforms to drive faster response times and better client experiences.

Qualifikationen

• Experience leading intake/contact center teams in a high-volume environment.
• Proven ability to turn data into actionable improvements.
• Strong coaching and people-management skills.
• Familiarity with Litify or similar CRM platforms.

Aufgaben

• Lead daily contact center and intake operations for personal injury practice.
• Coach and develop intake agents, team leads, and supervisors.
• Improve lead response, follow-up, and qualified-case conversion.
• Monitor queues and remove bottlenecks to move cases efficiently.
• Analyze dashboards to improve conversion rates and throughput.
• Provide performance updates and recommendations to leadership.

Kenntnisse

Leadership

CRM Litify

Data analysis

Coaching

Process improvement

Communication

Tools

Litify

Jobbeschreibung

Poulin | Willey Trial Lawyers seeks a results-driven Director of Contact Center & Intake Operations to lead our intake team and optimize how inquiries convert to retained cases. This remote role targets professionals with a strong background in personal injury intake and high-volume environments.

The ideal candidate will coach agents, manage performance, and implement process improvements using Litify or similar CRM platforms to drive faster response times and better client experiences.