Intake Manager, Mass Tort

Keller Postman•Lake Mary, FL

9h•$85,000 - $100,000•Onsite

About The Position

Keller Postman is seeking an Intake Manager to lead its high-volume mass tort client intake operation. The manager oversees offshore contract intake specialists and is the firm's on-site owner of their performance, quality, and compliance. The role ensures potential clients are screened accurately against campaign criteria, treated with care, and moved efficiently from first contact to signed retainer. This is a sales- and performance-driven position, with success measured by lead-to-retainer conversion, signed retainers, and speed to lead. A meaningful portion of compensation is tied to meeting those targets. The role is in person at either the firm's Chicago, Illinois or Lake Mary, Florida office. Compensation is an annual salary of $85,000 to $100,000, commensurate with experience, plus eligibility for a year-end discretionary bonus and benefits.

Requirements

At least 10 years of experience in call center or intake operations, including at least 5 years in a management role.
Proven track record managing teams in a high-volume, fast-paced call center.
Proven record of meeting or exceeding sales, conversion, or revenue targets in a call center or intake environment.
Experience designing performance scorecards and incentive programs that drive measurable results.
Experience managing offshore, outsourced, or contracted call center teams, including working with vendor leadership.
Experience in legal intake at a law firm or legal services organization.
Strong analytical skills and a data-driven approach to decisions and performance improvement.
Advanced Excel skills and comfort learning new reporting software.
Excellent communication, problem-solving, and organizational skills.
Ability to work independently, manage multiple priorities, and pivot quickly as business needs change.

Nice To Haves

Mass tort, personal injury, or class action intake experience.
Familiarity with legal intake CRMs or case management systems, such as Litify, Lead Docket, or similar platforms.
Experience with workforce management tools, quality assurance programs, and KPI tracking.
Knowledge of TCPA, attorney advertising rules, and handling sensitive client and medical information.
Bachelor's degree in Business, Management, or a related field.
Background in consultative, needs-based, or inside sales.

Responsibilities

Oversee offshore contracted intake representatives and team leads, setting expectations for performance, quality, and client experience.
Partner with contractor leadership on representative selection, onboarding, ramp-up, and adjusting team capacity as campaign volume changes.
Set performance goals, review individual and team results, and provide regular feedback and coaching through team leads.
Address performance and quality issues promptly and escalate concerns to contractor leadership when needed.
Hold regular meetings with team leads to review metrics, resolve concerns, and share firm and campaign updates.
Manage communication and coverage across time zones to keep the team aligned with firm priorities.
Oversee daily inbound and outbound mass tort intake operations, including lead response, screening, qualification, and retainer signing.
Ensure representatives screen potential clients accurately against campaign criteria, including product use, diagnosis, and timing.
Develop and refine intake scripts, policies, procedures, and workflows to improve speed to lead, conversion, and data accuracy.
Oversee schedules and staffing to meet call volume, campaign launches, and service-level targets.
Serve as the escalation point for complex client inquiries and complaints, resolving them promptly and empathetically.
Identify operational problems and propose practical solutions focused on efficiency and quality.
Own monthly and campaign-level targets for qualified leads, conversion rate, and signed retainers, and hold the intake team accountable.
Build a client-focused sales culture that treats each contact as an opportunity to help a potential client and sign a qualified case without high-pressure tactics.
Develop and refine sales scripts, objection handling, and follow-up cadences for leads who do not sign on first contact.
Set representative and team-lead performance targets and scorecards, and work with contractor leadership on incentives and consequences tied to results.
Analyze the intake funnel, identify where leads drop off, and act to recover conversion.
Build and run a quality assurance program, including call monitoring, scorecards, and intake file audits.
Ensure intake practices comply with firm policy, attorney advertising and professional responsibility rules, telemarketing and consent rules such as the TCPA, and client privacy and data security requirements.
Protect sensitive client information, including medical and personal data, handled by the offshore team.
Track intake metrics, including contact rate, speed to lead, qualification and conversion rates, signed retainers, abandonment rate, average handle time, service levels, and client satisfaction.
Build detailed performance reports in Excel and firm reporting tools, and present insights and recommendations to firm leadership.
Use data to guide coaching, staffing, and process decisions.
Develop and deliver training on campaign criteria, mass tort basics, legal terminology, call handling, and client empathy.
Update training quickly as campaigns launch and criteria change, and provide ongoing coaching and development for team leads.
Partner with attorneys, case management, marketing, and operations to align intake with case strategy and campaign goals.
Work with marketing on lead quality, volume forecasts, and campaign feedback.
Maintain open, transparent communication with the intake team and firm stakeholders.