Remote Head of Intake & Contact Center Ops

Poulin | Willey Trial Lawyers; Ladson (SC); Remote; USD 68,000 - 83,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

Life insurance

Telemedicine

Flexible PTO

Paid holidays

401(k) with employer match

Equipment provided

Job summary

Poulin | Willey Trial Lawyers seeks a results-driven Director of Contact Center & Intake Operations to lead the intake team, improve conversion performance, and streamline how prospective client inquiries move through the process.

The role is ideal for an experienced personal injury intake manager or contact center leader who thrives in a fast-paced environment and is hands-on in driving improvements.

Qualifications

• Extensive experience in personal injury intake operations.
• Proven track record of improving conversion rates and team productivity.
• Experience using Litify or similar CRM platforms to analyze data and monitor performance.
• Strong coaching, communication, and people management skills.

Responsibilities

• 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 qualified-case conversion.
• Monitor queues to ensure cases move efficiently through stages.
• Identify bottlenecks and implement solutions to improve performance.
• Analyze reports and dashboards to evaluate conversion rates and intake efficiency.
• Evaluate lead quality and conversion trends to inform lead generation.
• Establish clear performance expectations and coaching processes.
• Improve intake workflows, documentation, and client experience.
• Collaborate with leadership on process improvements and technology optimization.
• Provide regular performance updates and actionable recommendations to leadership.

Skills

Leadership

Coaching

Communication

People management

Data analysis

Litify

Tools

Litify

Job description

Poulin | Willey Trial Lawyers seeks a results-driven Director of Contact Center & Intake Operations to lead the intake team, improve conversion performance, and streamline how prospective client inquiries move through the process.

The role is ideal for an experienced personal injury intake manager or contact center leader who thrives in a fast-paced environment and is hands-on in driving improvements.