Remote Director of Contact Center & Intake Operations

Poulin | Willey Trial Lawyers; Baltimore (MD); Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Life insurance

Telemedicine

Counseling services

Paid time off

Holidays

401(k) matching

Tech equipment provided

Job summary

Poulin | Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to lead our intake team, drive conversion improvements, and streamline how prospective client inquiries move through the process.

Ideal candidate has experience in personal injury intake operations, with a proven ability to coach high-performing teams, analyze data, and implement process improvements across a remote, fast-paced setting.

Qualifications

• Proven experience in personal injury intake operations.
• Experience leading intake teams, contact center agents, or high-volume client acquisition operations.
• Strong understanding of the personal injury intake process, including lead qualification, follow-up, case progression, and retainer conversion.
• Experience using Litify or similar CRM platforms to analyze data, monitor performance, and identify opportunities for improvement.
• Demonstrated success improving conversion rates, team productivity, or operational performance.

Responsibilities

• Lead and oversee daily contact center and personal injury intake operations.
• Coach, develop, and mentor 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 to improve performance.
• 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

Leadership experience

CRM analytics

Coaching / people management

Data-driven decisions

Tools

Litify

Job description

Poulin | Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to lead our intake team, drive conversion improvements, and streamline how prospective client inquiries move through the process.

Ideal candidate has experience in personal injury intake operations, with a proven ability to coach high-performing teams, analyze data, and implement process improvements across a remote, fast-paced setting.