Intake Manager

Hair Shunnarah Trial Attorneys•Metairie, LA

21h•$55,000 - $65,000•Onsite

About The Position

Hair Shunnarah Trial Attorneys is the premiere property casualty firm in the country, based in Metairie, Louisiana, with offices nationwide. The firm is recognized as a thought leader in the property casualty space and is committed to innovation and a go-getter mentality. The company values client commitment, integrity, a will to win, teamwork, personal accountability, and passion, recognizing that its people are its greatest asset. The firm seeks individuals who want to make a difference in the lives of others within a supportive team environment. The Intake Manager role is responsible for overseeing the daily operations of the firm’s intake department. This involves ensuring all prospective clients receive a professional, timely, and high-quality experience from their first interaction. The manager will lead the intake team, monitor call performance, improve conversion rates, and develop processes for consistent, effective client screening and onboarding. Additionally, the Intake Manager is tasked with coaching and developing team members through structured performance management, including creating and implementing 30-, 60-, and 90-day development plans, and regularly evaluating recorded calls to maintain quality, professionalism, and adherence to firm standards.

Requirements

3+ years of experience in intake management, client services, or call center leadership.
Strong leadership and coaching skills with experience developing teams.
Experience reviewing and evaluating recorded client calls for quality assurance.

Nice To Haves

Bachelor’s degree preferred or equivalent professional experience.
Experience preferably in a law firm or professional services environment.
Experience with CRM or legal intake management software preferred.

Responsibilities

Oversee 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.
Manage the intake team, monitor call performance, improve conversion rates, and develop processes that ensure consistent, effective client screening and onboarding.
Coach and develop 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.
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.