Remote Director of Contact Center & Intake Operations

Poulin | Willey Trial Lawyers; Charleston (SC); Remote; USD 68.000 - 83.000; Vollzeit

Benefits dieser Stelle

Medical and dental coverage

Employer-paid life insurance

Telemedicine and counseling

Flexible paid time off

Paid holidays

401(k) with employer matching

Company-provided technology

Zusammenfassung

Poulin | Willey Trial Lawyers seeks a results-driven Director of Contact Center & Intake Operations to lead our intake team and improve conversion performance. This role focuses on faster lead response, better qualification, and streamlined case progression in a fast-paced firm.

Ideal candidates have a track record in personal injury intake management, strong coaching, and hands-on leadership. Remote, full-time role with performance-based incentives and comprehensive benefits.

Qualifikationen

• Proven experience in personal injury intake operations.
• Experience leading intake teams, contact centers, or high-volume acquisition ops.
• Strong coaching, communication, and people management skills.
• Ability to analyze data and drive improvements.

Aufgaben

• Lead daily contact center and personal injury intake operations.
• Coach and develop intake agents, leads, and supervisors.
• Improve lead response times, follow-up, and conversion.
• Monitor queues to keep cases moving efficiently.
• Identify bottlenecks and implement performance solutions.
• Analyze Litify or similar CRM dashboards to evaluate metrics.
• Evaluate lead quality and conversion trends for strategy.
• Set performance expectations and coaching processes.
• Improve intake workflows and client experience.
• Collaborate with leadership on improvements and automation.
• Provide regular performance updates and recommendations.

Kenntnisse

Intake operations

Team leadership

CRM analytics

Litify

Coaching

Data-driven decisions

Communication

Tools

Litify

Jobbeschreibung

Poulin | Willey Trial Lawyers seeks a results-driven Director of Contact Center & Intake Operations to lead our intake team and improve conversion performance. This role focuses on faster lead response, better qualification, and streamlined case progression in a fast-paced firm.

Ideal candidates have a track record in personal injury intake management, strong coaching, and hands-on leadership. Remote, full-time role with performance-based incentives and comprehensive benefits.