Intake Manager
About The Position
The Intake Manager is responsible for overseeing the daily operations of the firm’s intake department, ensuring that all prospective clients receive a professional, timely, and high-quality experience from their first interaction with the firm. This role manages the intake team, monitors call performance, improves conversion rates, and develops processes that ensure consistent, effective client screening and onboarding. The Intake Manager will also be responsible for coaching and developing team members through structured performance management, including the creation and implementation of 30-, 60-, and 90-day development plans and regular evaluation of recorded calls to ensure quality, professionalism, and adherence to firm standards.
Requirements
- Bachelor’s degree preferred or equivalent professional experience.
- 3+ years of experience in intake management, client services, or call center leadership, preferably in a law firm or professional services environment.
- Strong leadership and coaching skills with experience developing teams.
- Experience reviewing and evaluating recorded client calls for quality assurance.
Nice To Haves
- Experience with CRM or legal intake management software preferred.
Responsibilities
- Manage, mentor, and support the intake team to ensure exceptional client service and consistent performance.
- Develop and implement structured 30-, 60-, and 90-day onboarding and development plans for new intake team members.
- Provide ongoing coaching, training, and performance feedback to improve call handling, client engagement, and conversion rates.
- Conduct regular call evaluations and quality reviews of intake calls to assess professionalism, accuracy, compliance, and effectiveness.
- Oversee the intake process from initial inquiry through case evaluation and routing to attorneys, ensuring prospective clients receive prompt, clear, and professional communication.
- Maintain and improve intake scripts, workflows, and procedures.
- Personally handle intake calls, and client inquiries as needed to support the team during high call volumes or staffing gaps.
- Identify opportunities to improve intake workflows, technology utilization, and communication processes.
- Collaborate with attorneys and firm leadership to ensure alignment between intake screening and case criteria.
- Ensure intake processes comply with ethical and legal requirements.
Benefits
- Health insurance (employer paid)
- Parental leave
- Professional development assistance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
