Director of Contact Center and Intake Operations

Job overview

The Director of Contact Center and Intake Operations role is remote within the United States, with full-time Eastern Time hours. Base salary is $75,000 per year, with performance-based incentives and approximately $100,000 annual on-target earnings including incentives. The role leads intake operations for a growing personal injury law firm. The director manages and develops intake teams and improves how prospective client inquiries move through the intake process. By monitoring performance data, workflows, and conversion trends, the role helps the firm respond to leads effectively and convert qualified opportunities into retained cases.

What you'll do

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

What we're looking for

Skills & competencies

director

contact center

intake operations

remote us

full-time

eastern time hours

$75k base

approximately $100k ote

personal injury

crm analytics

team leadership

poulin willey trial lawyers

Work arrangement

• Weekend coverage required

Benefits & perks

• Eligible employees may receive 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, and employer-provided technology and equipment.

Why this role

Fully remote within the United States; performance-based incentives; personal injury intake experience is strongly preferred.

About the employer

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