Remote Director, Intake & Contact Center Operations

Poulin | Willey Trial Lawyers; Myrtle Beach (SC); Remote; USD 75,000 - 100,000; Full time

Benefits offered by this job

Medical and dental coverage

401(k) with employer matching

Telemedicine and counseling services

Paid time off

Job summary

Poulin | Willey Trial Lawyers seeks a results-driven Director of Contact Center & Intake Operations to lead our intake team and improve conversion performance. The role focuses on coaching, process optimization, and data-driven improvements across the intake pipeline.

The ideal candidate brings experience in personal injury intake operations, strong leadership, and the ability to turn operational data into actionable strategies that move qualified opportunities to retained cases.

Qualifications

• Proven leadership of intake or contact-center teams.
• Strong coaching and people-management skills.
• Data-driven decision making and performance optimization.
• Experience with high-volume client acquisition and intake operations.
• Experience using CRM platforms (Litify or similar) to analyze data.

Responsibilities

• 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 conversion.
• Monitor intake queues to move cases efficiently through stages.
• Identify bottlenecks and implement solutions to improve performance.
• Analyze reports and dashboards to evaluate conversion rates and productivity.
• Evaluate lead quality and conversion trends to assess marketing effectiveness.
• Establish clear performance expectations and coaching processes.
• Improve intake workflows, documentation, and client experience.
• Collaborate with leadership on process improvements and automation.
• Provide regular performance updates and actionable recommendations.

Skills

Leadership

Coaching

Data-driven decisions

Analytical thinking

People management

Communication

Tools

Litify CRM

Job description

Poulin | Willey Trial Lawyers seeks a results-driven Director of Contact Center & Intake Operations to lead our intake team and improve conversion performance. The role focuses on coaching, process optimization, and data-driven improvements across the intake pipeline.

The ideal candidate brings experience in personal injury intake operations, strong leadership, and the ability to turn operational data into actionable strategies that move qualified opportunities to retained cases.