Director of Contact Center & Intake Operations

Job overview

The Director of Contact Center & Intake Operations is fully remote within the United States. Base salary is $75,000 per year, with performance-based incentives and approximately $100,000 annual on-target earnings. The role leads intake operations for a growing personal injury law firm.

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 work queues and identify bottlenecks
• analyze CRM reports and dashboards
• improve workflows, documentation, and client experience
• and provide performance updates and recommendations to leadership.

What we're looking for

Skills & competencies

director

contact center

intake operations

remote us

poulin willey trial lawyers

personal injury

team leadership

litify

crm

case conversion

$75k base

$100k ote

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) match after six months, and employer-provided technology and equipment.

Why this role

Fully remote U.S. role with Eastern Time hours. Personal injury intake experience is strongly preferred; leadership experience in other high-volume, conversion-focused environments may also be considered.

About the employer

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