Remote Director of Contact Center & Intake Operations

Poulin Willey Trial Lawyers; Orangeburg (SC); Remote; USD 75,000 - 100,000; Full time

Benefits offered by this job

Medical and dental coverage

Telemedicine and counseling services

Flexible paid time off

Paid holidays

401(k) with employer matching

Company-provided technology and equipm

Job summary

Poulin Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to lead our intake team and optimize conversion of inquiries into retained cases. This role emphasizes hands-on leadership, fast-paced improvement, and building strong teams.

The ideal candidate has proven experience in personal injury intake, can drive operational performance, and excels at turning data into action. This is a fully remote, U.S.-based position with a focus on Eastern Time hours and a

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.
• 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.
• Highly analytical, proactive, and comfortable making data-driven decisions.
• Positive energy, strong initiative, and a results-oriented mindset.
• Willingness to be hands-on, understand the day-to-day operation, and take ownership of improving results.

Responsibilities

• Lead and oversee daily contact center and personal injury intake operations.
• Manage, 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 are moving efficiently through each stage of the process.
• 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 the 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

Data-driven decisions

CRM analytics

Coaching and development

Tools

Litify

Job description

Poulin Willey Trial Lawyers is seeking a Director of Contact Center & Intake Operations to lead our intake team and optimize conversion of inquiries into retained cases. This role emphasizes hands-on leadership, fast-paced improvement, and building strong teams.

The ideal candidate has proven experience in personal injury intake, can drive operational performance, and excels at turning data into action. This is a fully remote, U.S.-based position with a focus on Eastern Time hours and a