Job Description

Position Overview

We are a busy Personal Injury Law Firm and currently looking for an EXPERIENCED Legal Intake Director / Call Center manager to head our Intake Department as the Intake Manager. You will be responsible for overseeing the intake process for new clients. This responsibility will entail ensuring the intake process is efficient, organized, and meets the needs of both the clients and the company. Legal Intake Director/Call Center Manager will also be responsible for leading a team of intake specialists, developing and implementing intake policies and procedures, and working collaboratively with other departments to ensure seamless and effective client onboarding.

Role

• Driving conversion rates and speed-to-lead performance.
• Coaching intake specialists on mastering scripts, objection handling, and empathy-driven sales techniques.
• Leveraging call center technology and CRM analytics to improve efficiency and results.
• Implementing KPI dashboards , A/B testing scripts, and fine-tuning workflows.
• Collaborating with leadership to set aggressive, achievable intake targets.

Responsibilities

• Hire and train Intake Representatives
• Prepare work schedules to ensure sufficient coverage
• Monitor Calls for Training and Quality Assurance
• Monitor and analyze intake metrics to identify areas for improvement and implement changes to increase efficiency, reduce errors, and improve client experience
• Oversee the intake process for new clients - including fully screening intake calls, reviewing incoming client referrals, assigning cases to intake specialists, coordinating with field representatives, and ensuring timely and accurate data entry into the company's database
• Persistently monitor all potential new client inquiries (email, internet, phone, and referrals) and ensure a quick response
• Develop and implement policies and procedures for the intake process, including guidelines for client eligibility, assessment criteria, CRM workflow, and documentation requirements
• Manage a team of intake specialists, providing leadership, development, guidance, and support to ensure high-quality service delivery and client satisfaction
• Collaborate with other departments to ensure seamless and effective client onboarding
• Maintain a high level of knowledge and expertise in relevant areas, including insurance requirements, legal and regulatory requirements, and industry best practices
• Oversee referral of cases outside our practice area
• Manage and motivate the intake team to meet and exceed conversion goals
• Monitor and analyze daily, weekly, and monthly KPIs (calls answered, conversion %, follow-up rates, time-to-contact)
• Identify process bottlenecks and implement solutions to improve lead capture and follow-up
• Partner with marketing to ensure smooth lead handoff and alignment on lead quality
• Conduct regular call reviews and coaching sessions to improve performance
• Oversee intake tech stack (call routing, CRM integrations, automation tools) and recommend enhancements.

Knowledge & Skills

• Excellent time management and organizational skills
• Bilingual Spanish Preferred
• Customer service and sales skills
• Outstanding communication and interpersonal kills
• Ability to work in a fast-paced environment with competing priorities

Qualifications

• 5+ years in a sales, call center management, or intake leadership role (legal industry a plus, but not required). Prior experience as a TeleSales or Call Center Manager OR At least 5 years of experience as an Intake Specialist (Bonus if this was for a Law Firm/Personal Injury)
• Proficient in basic computer programs (i.e.: Email, Outlook, Microsoft Word, Excel)
• Must be open to work weekends and overtime *
• Strong analytical skills; fluent in KPI tracking and reporting
• Experience with call center systems and CRM platforms (e.g., Salesforce, Five9, Talkdesk, RingCentral), Connex, Lead Docket, etc.
• Ability to train and coach team members to be both compassionate and persuasive
• High energy, results-oriented mindset with strong leadership presence

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