Remote Director of Contact Center & Intake Ops

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

Benefits offered by this job

Medical and dental coverage

Life insurance

Telemedicine

Flexible PTO

Paid holidays

401(k) with employer matching

Equipment provided

Job summary

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

The ideal candidate thrives in a fast-paced environment, turns operational data into actionable improvements, and builds strong teams while owning

Qualifications

• Experience in personal injury intake operations.
• Experience leading intake teams.
• Strong understanding of lead qualification, follow-up, and retainer conversion.
• Proven success improving conversion rates and productivity.
• Experience using Litify or similar CRM platforms to analyze data.

Responsibilities

• Lead daily contact center and intake operations.
• Coach and develop intake agents, team leads, and supervisors.
• Improve lead response times, follow-up execution, and conversion.
• Monitor queues to move cases through each stage.
• Identify bottlenecks and implement solutions to boost performance.
• Analyze reports in Litify to evaluate conversion rates and productivity.
• Evaluate lead quality and conversion trends to inform strategy.
• Set performance expectations and coaching processes.
• Improve intake workflows and client experience.
• Collaborate on process improvements and automation.
• Provide regular performance updates and actionable recommendations.

Skills

Intake operations

Leadership

CRM analytics

Coaching

Process improvement

Data-driven decisions

Tools

Litify

Job description

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

The ideal candidate thrives in a fast-paced environment, turns operational data into actionable improvements, and builds strong teams while owning