Remote Leader: Contact Center & Intake Operations

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

Benefits offered by this job

Medical coverage

Dental coverage

Life insurance

Telemedicine

Counseling

Flexible PTO

Paid holidays

401k match

Equipment provided

Job summary

Poulin | Willey Trial Lawyers is seeking a seasoned leader to run our remote personal injury intake team. You will oversee daily contact center operations, coach intake agents, and drive faster response times and higher qualified-case conversion.

You’ll analyze Litify dashboards, monitor queues, and collaborate with leadership to implement process improvements, technology optimizations, and actionable improvements to client experience.

Qualifications

• Proven experience in personal injury intake operations.
• Experience leading intake teams, contact centers, or high-volume client acquisition.
• Strong understanding of lead qualification, follow-up, case progression, and retainer conversion.
• Experience using Litify or similar CRM platforms to analyze data and monitor performance.

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 conversion.
• Monitor intake work queues to move prospective cases efficiently.
• Identify bottlenecks and implement solutions to improve performance.
• Analyze reports in Litify to evaluate conversion rates and productivity.
• Evaluate lead quality and conversion trends to inform marketing efforts.
• Establish clear performance expectations and coaching processes.
• Improve intake workflows, documentation, and client experience.
• Collaborate with leadership on process improvements and tech optimization.
• Provide regular performance updates and actionable recommendations.

Skills

Intake operations

Team leadership

Coaching

Data analysis

CRM usage

Tools

Litify

Job description

Poulin | Willey Trial Lawyers is seeking a seasoned leader to run our remote personal injury intake team. You will oversee daily contact center operations, coach intake agents, and drive faster response times and higher qualified-case conversion.

You’ll analyze Litify dashboards, monitor queues, and collaborate with leadership to implement process improvements, technology optimizations, and actionable improvements to client experience.