Intake Manager - Chicago

The Lisinski Law Firm•Naperville, IL

6d•Hybrid

About The Position

The Intake Manager is accountable for end-to-end conversion performance, coaching effectiveness, and operational execution for an intake team operating in virtual and/or in-office modalities. This role leads and develops Intake Leads and Specialists, builds a disciplined coaching culture, and ensures consistent performance, compliance, and client experience standards.

Requirements

Highschool diploma required
3-5 years in a consultative sales role with demonstrated, articulable conversion performance results
2-4 years previous experience leading a team
CRM performance tracking and documentation proficiency (Litify/Salesforce preferred).
Phone and video consultation execution to support overflow volume and maintain service levels as needed.
Bilingual (Spanish English) B2-C1 Required
Decision Quality- Exercises sound judgment in high-stakes situations, performance management decisions, and escalation scenarios, acting decisively within authority while involving leadership appropriately.
Directs Work- Provides clear daily direction, ensuring team understands priorities, expectations, and how to execute effectively.
Builds Effective Teams- Develops a high-performing team by observing consultations, delivering specific coaching, accelerating ramp-up for new hires, and fostering accountability and morale.
Collaborates- Partners closely with leader, escalating trends with supporting data and recommended actions, and aligning on staffing, performance, and operational priorities.
Instills Trust- Builds confidence and credibility with direct reports by setting clear expectations, providing fair and consistent coaching, addressing performance issues, and modeling the selling framework.
In-person consultation observation and real-time coaching, providing immediate, actionable feedback to improve execution and client outcomes.
Performance data interpretation and analysis to identify trends, diagnose gaps, and inform coaching priorities.
Client escalation management with sound manager-level judgment and resolution skill

Nice To Haves

Bachelor’s degree preferred
Immigration, legal services, financial services, or consultative professional services experience preferred

Responsibilities

Lead, develop, and hold accountable a team of Intake Leads and Specialists, establishing clear expectations, performance standards, and coaching rhythms.
Own conversion performance across the full span of control by analyzing performance data, identifying root causes of gaps, and implementing corrective actions with urgency.
Develop Intake Leads as effective coaches and people leaders by strengthening their ability to observe consultations, evaluate performance, and independently drive improvement.
Conduct structured 1:1s with Leads and direct reports, reviewing individual and team performance, coaching effectiveness, and development priorities.
Review consultation recordings, dashboards, and CRM data to identify patterns, 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 on execution, and sustain accountability and engagement.
Partner with leadership on performance reporting, staffing needs, hiring decisions, and organizational development priorities, escalating insights with data and recommended actions.
Partner with Training and QA to ensure firm standards are reinforced through frontline coaching and QA findings translate into corrective action.
Manage performance at all levels, including recognition and development of top performers, structured PIPs, and decisive action on persistent underperformance.
Participate in hiring decisions for Intake Lead and Specialist roles, applying established evaluation criteria and gold-standard expectations.
Ensure compliance with firm policies, CRM documentation standards, QA protocols, and operational requirements.
When required due to volume or coverage needs, step in to conduct consultations, modeling the selling framework and consultation standards expected of all Specialists.