Remote Director, Intake & Contact Center Operations

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

Benefits offered by this job

Medical and dental coverage

401(k) with employer matching

Equipment provided

Paid time off

Job summary

Poulin | Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to lead the intake team, improve conversion, and streamline how inquiries progress through the process. This role suits an experienced personal injury Intake Manager or Contact Center Leader ready for greater leadership responsibilities.

The ideal candidate thrives in a fast-paced environment, understands personal injury intake, and can turn operational data into meaningful improvements.

Qualifications

• 5+ years in personal injury intake operations.
• Proven leadership of intake teams or contact centers.
• Experience using Litify or similar CRM to analyze data and monitor performance.
• Strong analytical mindset and metrics-driven approach.
• Excellent coaching and communication skills.

Responsibilities

• Lead daily contact center and personal injury intake operations.
• Coach and develop intake agents, team leads, and supervisors.
• Improve lead response times, follow-up, and qualified-case conversion.
• Monitor queues to keep cases moving efficiently through stages.
• Identify bottlenecks and missed opportunities; implement improvements.
• Analyze reports and dashboards in CRM to evaluate conversion and productivity.
• Evaluate lead quality and conversion trends to inform marketing strategies.
• Set clear performance expectations and coaching processes.
• Improve intake workflows and client experience.
• Collaborate with leadership on process optimization and automation.
• Provide regular performance updates and recommendations to leadership.

Skills

Intake operations leadership

Team building

Data-driven decision making

Operations optimization

CRM data analysis

Coaching and mentorship

Tools

Litify

Job description

Poulin | Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to lead the intake team, improve conversion, and streamline how inquiries progress through the process. This role suits an experienced personal injury Intake Manager or Contact Center Leader ready for greater leadership responsibilities.

The ideal candidate thrives in a fast-paced environment, understands personal injury intake, and can turn operational data into meaningful improvements.