Intake Director

GOLDLAW, P.A. • West Palm Beach, FL

110d

About The Position

GOLDLAW is seeking a dynamic Intake Director to lead and manage the daily operations of our growing team of Intake professionals. This individual will be responsible for motivating the team, holding them accountable, and driving performance through strong leadership and a results-oriented approach. The role involves strategic planning, execution of key sales initiatives, and close collaboration with the Marketing department to ensure alignment between lead generation and conversion efforts. The ideal candidate is highly motivated, goal-driven, and brings a proven track record in sales leadership, team development, and relationship management. As a hands-on floor leader, the Intake Director will play a critical role in maintaining high conversion rates from qualified leads to retained clients. This includes setting and monitoring KPIs, conducting regular team meetings focused on performance goals, and continuously optimizing intake processes to maximize results. THIS POSITION IS IN-PERSON ONLY. NO REMOTE WORK IS AVAILABLE.

Requirements

• Bachelor's Degree in Business Administration, Management, Sales, or relevant field is REQUIRED.
• Minimum of 5-7 years of experience in call center operations management within the legal industry.
• Strong leadership and team management skills with the ability to motivate and guide a team.
• Strong analytical skills to interpret data and make informative decisions.
• Personal Injury Law Firm Experience Required.

Responsibilities

• Determines operational strategies by evaluating departments' results and objectives.
• Manages and meets financial targets by estimating performance requirements and preparing drafts of annual budgets.
• Hands-on leader to manage leads, receive calls with the team, and guide our Intake Team to achieve client acquisition targets and business growth while delivering excellent client service.
• Team Leadership to supervise and mentor five professionals, to include hiring, training, mentoring, coaching, scheduling, and conducting performance evaluations.
• Collaborate with Marketing team members on projects and events as part of the service role.
• Work with operations management to oversee, assess, and obtain daily call reports to ensure efficiency and adherence to legal industry standards and firm protocol.
• Performance monitoring to develop and implement performance metrics and KPI (key performance indicators) to track team productivity linked to client satisfaction.
• Regularly review and analyze call performance data to identify areas for improvement.
• Client interaction to ensure calls are handled with professionalism and empathy, addressing any issues or escalations promptly.
• Process improvement capacity to continuously assess and improve the call operations process and procedures to enhance efficiency, reduce call handling times, and improve client service.
• Report and prepare regular reports on call center intake processes and procedures to enhance efficiency, reduce call handling times, and improve service.
• Ensure legal call intake compliance is within the legal regulations, firm policies, and industry best practices.
• Technically oversee and monitor the use of all software involved with legal intake, including FILEVINE, CRM, and Lead Docket.

Benefits

• Competitive Salary based on experience
• Health, Dental, and Vision
• 401K Retirement plan and employer match
• 15 Days of Paid time off and 10 Paid Holidays
• Short-Term and Long-Term Disability
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree