Remote Director, Intake & Contact Center Operations

Poulin | Willey Trial Lawyers; Rock Hill (SC); Remote; USD 75,000 - 86,000; Full time

Benefits offered by this job

Medical and dental coverage

Employer-provided tech equipment

401(k) with employer match

Paid time off

Paid holidays

Job summary

Poulin | Willey Trial Lawyers seeks a results-driven Director of Contact Center & Intake Operations to lead our intake team, improve conversion, and streamline how inquiries move through the process.

The ideal candidate has extensive personal injury intake leadership, coaches teams, uses data to drive decisions, and partners with leadership to optimize workflows and technology. This remote role offers base salary and incentives with strong benefits.

Qualifications

• Proven experience in personal injury intake operations.
• Experience leading intake teams or contact center operations.
• Strong understanding of personal injury intake process including lead qualification, follow-up, case progression.
• Demonstrated success improving conversion rates, team productivity, or operational performance.
• Experience using Litify or similar CRM platforms to analyze data, monitor performance, and identify opportunities for improvement.
• Strong coaching, communication, and people management skills.
• Ability to manage work queues, prioritize opportunities, and keep cases moving efficiently.
• Analytical, proactive, and comfortable making data-driven decisions.

Responsibilities

• Lead 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 execution, and qualified-case conversion.
• Monitor intake work queues to ensure prospective cases move efficiently through each stage.
• Identify bottlenecks, aging leads, and missed opportunities, and implement solutions.
• Analyze reports and dashboards in Litify or similar CRM platforms to evaluate conversion rates, agent productivity, and intake efficiency.
• Evaluate lead quality and conversion trends to help determine effectiveness of lead generation efforts.
• Establish clear performance expectations, accountability measures, and coaching processes.
• Improve intake workflows, documentation, follow-up procedures, and overall client experience.
• Collaborate with leadership to identify opportunities for process improvements, technology optimization, and automation.
• Provide regular performance updates and actionable recommendations to leadership.

Skills

Personal injury intake

Team leadership

CRM analytics

Coaching

Data-driven decisions

Tools

Litify CRM

Job description

Poulin | Willey Trial Lawyers seeks a results-driven Director of Contact Center & Intake Operations to lead our intake team, improve conversion, and streamline how inquiries move through the process.

The ideal candidate has extensive personal injury intake leadership, coaches teams, uses data to drive decisions, and partners with leadership to optimize workflows and technology. This remote role offers base salary and incentives with strong benefits.