Intake Manager - Atlanta

The Lisinski Law Firm•Norcross, GA

About The Position

The Intake Manager leads the intake team’s end-to-end conversion performance, coaching effectiveness, and operational execution across virtual and/or in-office modalities. The role develops and holds Intake Leads and Specialists accountable, establishes clear performance standards and coaching rhythms, and helps maintain consistent compliance and client experience standards. The manager uses performance data, hands-on coaching, and accountability systems to drive results and serve as an operational and cultural anchor for the team. The Intake Manager develops Intake Leads as coaches and people leaders; reviews consultation recordings, dashboards, and CRM data; conducts structured one-on-ones and daily huddles as applicable; and addresses performance through recognition, development, performance improvement plans, or other decisive action. The role also handles complex client escalations, partners with leadership on reporting, staffing, hiring, and organizational priorities, and works with Training and QA to translate standards and findings into frontline coaching. When volume or coverage requires, the manager conducts consultations to model expected selling and consultation standards.

Requirements

High school diploma required.
3–5 years in a consultative sales role with demonstrated, articulable conversion performance results.
2–4 years of previous experience leading a team.
Bilingual Spanish-English proficiency at B2–C1 level required.
Ability to exercise sound judgment in high-stakes situations, performance management decisions, and escalation scenarios.
Ability to provide clear daily direction and ensure the team understands priorities, expectations, and execution.
Ability to develop a high-performing team through consultation observation, specific coaching, new-hire ramp-up, accountability, and morale-building.
Ability to collaborate with leadership and provide supporting data and recommended actions on trends and operational priorities.
Ability to build trust with direct reports through clear expectations, fair and consistent coaching, addressing performance issues, and modeling the selling framework.
Ability to observe consultations in person and provide immediate, actionable feedback.
Ability to interpret and analyze performance data to identify trends, diagnose gaps, and inform coaching priorities.
Client escalation management, sound manager-level judgment, and resolution skills.
CRM performance tracking and documentation proficiency.
Ability to conduct phone and video consultations to support overflow volume and maintain service levels as needed.

Nice To Haves

Bachelor’s degree preferred.
Experience in immigration, legal services, financial services, or consultative professional services preferred.
Litify or Salesforce CRM experience preferred.

Responsibilities

Lead, develop, and hold Intake Leads and Specialists accountable by establishing clear expectations, performance standards, and coaching rhythms.
Own conversion performance across the full span of control by analyzing performance data, diagnosing gaps, and implementing corrective actions.
Develop Intake Leads’ coaching and people-leadership skills, including consultation observation, performance evaluation, and improvement planning.
Conduct structured one-on-ones with Leads and direct reports to review performance, coaching effectiveness, and development priorities.
Review consultation recordings, dashboards, and CRM data to identify trends, coaching opportunities, and escalation needs.
Serve as the escalation point for complex, sensitive, or high-stakes client situations requiring manager-level judgment.
Lead daily team huddles as applicable to reinforce priorities, review performance, align execution, and support accountability and engagement.
Partner with leadership on performance reporting, staffing needs, hiring decisions, and organizational development priorities, sharing data and recommended actions.
Partner with Training and QA to reinforce firm standards through frontline coaching and translate QA findings into corrective action.
Manage performance at all levels, including recognizing and developing top performers, administering structured PIPs, and addressing persistent underperformance.
Participate in hiring decisions for Intake Lead and Specialist roles using established evaluation criteria and expectations.
Ensure compliance with firm policies, CRM documentation standards, QA protocols, and operational requirements.
Conduct consultations when required by volume or coverage needs, modeling the expected selling framework and consultation standards.
Observe consultations in person and provide real-time, actionable coaching to improve execution and client outcomes.
Support overflow volume by conducting phone and video consultations as needed.