Director of Contact Center and Intake Operations

Job overview

The Director of Contact Center and Intake Operations role is fully remote within the United States, full-time during Eastern Time hours, with a base salary of $75,000 per year and stated on-target earnings of approximately $100,000 per year including incentives. Poulin Willey Trial Lawyers is a personal injury law firm seeking to improve how prospective client inquiries move through intake and become retained cases. The director leads intake operations and develops the team’s performance, workflows, and client experience. By monitoring conversion data, identifying bottlenecks, and improving follow-up and processes, the role helps the firm handle qualified prospective cases efficiently.

What you'll do

• Lead daily contact center and personal injury intake operations
• manage, coach, and develop agents, team leads, and supervisors
• improve lead response, follow-up, and qualified-case conversion
• monitor work queues
• identify bottlenecks and missed opportunities
• analyze CRM reports and dashboards
• evaluate lead quality and conversion trends
• establish performance expectations and coaching processes
• improve workflows, documentation, and client experience
• recommend process, technology, and automation improvements
• provide performance updates to leadership.

What we're looking for

Skills & competencies

director of contact center and intake operations

poulin willey trial lawyers

remote

united states

full-time

eastern time hours

personal injury intake

contact center leadership

litify crm

lead conversion

$75k base

approximately $100k ote

performance incentives

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical and dental coverage with employer contributions
• employer-paid life insurance
• telemedicine and counseling
• flexible paid time off
• paid holidays
• 401(k) with employer matching after six months
• employer-provided technology and equipment.

Why this role

Fully remote within the United States; performance-based incentives are included in the stated approximate on-target earnings.

About the employer

Poulin Willey Trial Lawyers is hiring for this role. Industry: Offices of Lawyers. Sector: 54.