Intake Department Manager

Farah & Farah•Jacksonville, FL

3d•Onsite

About The Position

At Farah & Farah, we take pride in being the go-to personal injury law firm throughout Florida and Georgia. Our foundation is built on honesty, hard work, and a wealth of experience that our clients can always rely on. We're looking for an Intake Department Manager who is a proactive, driven, and adaptable leader with the ability to guide a high-performing, high-volume team through changing priorities and growth. This person will combine strong operational oversight with a people-first leadership style. Someone who will build structure, accountability, and momentum while ensuring team members feel supported, motivated, and empowered to succeed.

Requirements

5+ years of management experience in a call center, intake department, or law firm.
Demonstrated experience managing a large-scale team of 85+ employees, or comparable high-volume operations.
Proven experience developing, implementing, and maintaining standard operating procedures, policies, workflows, and quality-control procedures.
Strong understanding of legal intake, client screening, lead qualification, and compliance-sensitive communications.
Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate metrics into actionable business decisions.
Ability to manage competing priorities in a high-volume, fast-paced environment.
Experience implementing process improvements and managing organizational change.
Proficiency with CRM, call-center, reporting, and workforce management technologies.

Nice To Haves

Positive and energetic with an outgoing personality.
A natural people leader who enjoys motivating and developing others.
Comfortable leading in a fast-paced, high-volume environment.
Confident making decisions, solving problems, and holding teams accountable.
Passionate about delivering an exceptional client experience.
Highly organized and able to balance multiple priorities.
A strong communicator who can connect with employees at all levels.

Responsibilities

Own the day-to-day operations and overall performance of the Intake Department.
Lead, manage, coach, and motivate Intake team members.
Establish clear expectations, performance standards, goals, and accountability measures.
Analyze, track, and report on key department metrics and KPIs, using data to identify trends, measure performance, and drive continuous improvement.
Partner closely with Human Resources to identify hiring needs, develop recruitment strategies, participate in interviews, and help select candidates who align with the department’s goals and culture.
Build and maintain a culture of urgency, accountability, positivity, professionalism, teamwork, and exceptional client service.
Inspire team members to perform at their best while recognizing achievements and creating opportunities for growth.
Serve as the primary point of contact for intake-related issues and client concerns.
Ensure all staff strictly adhere to privacy laws, HIPAA regulations, security protocols, and legal ethics rules regarding non-attorney legal advice.
Build strong relationships across departments, including Attorneys, Management, and Staff to ensure effective outcomes.
Assist with special projects and additional duties as assigned.