Remote Director of Contact Center & Intake Operations

Poulin Willey; Aiken (SC); Remoto; USD 75.000 - 100.000; Tempo integral

Benefícios oferecidos por esta vaga

Health coverage

401(k) with match

Remote work

Equipment provided

Resumo da vaga

Poulin Willey is seeking a Director of Contact Center & Intake Operations to lead the intake team in a fast-paced personal injury practice. You will drive conversions, optimize processes, and manage the flow of prospective clients from inquiry to retained case.

Ideal candidates empower teams, analyze CRM data, and implement solutions that boost efficiency. This role offers a fully remote US arrangement and aligns with Eastern Time hours.

Qualificações

• Proven experience in personal injury intake operations.
• Experience leading intake teams or high-volume client acquisition operations.
• Strong coaching and people management skills.
• Data-driven with ability to analyze reports in a CRM.

Responsabilidades

• 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 queues to keep cases moving efficiently through stages.
• Identify bottlenecks and implement solutions to improve performance.
• Analyze reports in Litify or similar CRM to evaluate conversion and productivity.
• Evaluate lead quality and conversion trends to guide strategy.
• Establish performance expectations and coaching processes.
• Improve intake workflows and overall client experience.
• Collaborate with leadership on process improvements and automation.

Conhecimentos

Leadership

PI intake

Data-driven decisions

Team coaching

Process improvement

Ferramentas

Litify CRM

Descrição da vaga

Poulin Willey is seeking a Director of Contact Center & Intake Operations to lead the intake team in a fast-paced personal injury practice. You will drive conversions, optimize processes, and manage the flow of prospective clients from inquiry to retained case.

Ideal candidates empower teams, analyze CRM data, and implement solutions that boost efficiency. This role offers a fully remote US arrangement and aligns with Eastern Time hours.