Intake Manager - Atlanta

The Lisinski Law Firm•Norcross, GA

About The Position

The Intake Manager is accountable for end-to-end conversion performance, coaching effectiveness, and operational execution for an intake team working in virtual and/or in-office modalities. The role leads and develops Intake Leads and Specialists, establishes a disciplined coaching culture, and ensures consistent performance, compliance, and client experience standards. The Intake Manager drives results through data-informed decisions, hands-on coaching, and strong accountability systems, serving as a cultural and operational anchor for the team. The position partners with leadership, Training, and QA on performance reporting, staffing, hiring, organizational development, and corrective actions. It may also require conducting phone or video consultations to support overflow volume and maintain service levels.

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.
Ability to collaborate with leadership and provide supporting data and recommended actions on trends and operational priorities.
Ability to build trust through clear expectations, fair and consistent coaching, addressing performance issues, and modeling the selling framework.
Skill in in-person consultation observation and real-time coaching with actionable feedback.
Ability to interpret and analyze performance data to identify trends, diagnose gaps, and inform coaching priorities.
Client escalation management skills and sound manager-level judgment and resolution skills.
CRM performance tracking and documentation proficiency.
Ability to execute 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.
Experience with Litify or Salesforce 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 span of control by analyzing data, identifying root causes of performance gaps, and implementing corrective actions.
Develop Intake Leads as coaches and people leaders who can observe consultations, evaluate performance, and drive improvement.
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 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 execution, and sustain accountability and engagement.
Partner with leadership on performance reporting, staffing needs, hiring decisions, and organizational development priorities; escalate insights with 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, implementing 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 selling framework and expected consultation standards.