Intake Operations Manager

Crisp Recruit • Quinte West, ON

7d

About The Position

Are you a data-driven professional with a passion for optimizing processes and enhancing client intake experiences in the legal field? Do you possess the analytical acumen to dissect complex data sets, identify inefficiencies, and implement strategic solutions to improve operational performance? Is your approach to operations management characterized by a blend of strategic insight and meticulous attention to detail? When faced with a challenge, do you get excited or run away?

Your role as Intake Operations Manager is more than just a position; it's an opportunity to make a significant impact on the lives of our clients and the efficiency of our operations. Your expertise and dedication will be instrumental in ensuring that our intake processes are both effective and compassionate, setting the stage for successful client relationships and legal outcomes. We invite you to bring your skills and passion to our team, where you can contribute to a legacy of justice, empathy, and excellence.

Requirements

• Bachelors Degree Required - Masters Preferred
• 5+ years in legal intake or call center management, preferably in personal injury.
• Skilled in intake process structuring, workflow development, and QA.
• Familiar with case management software like SmartAdvocate or Captura.
• Strong analytical mindset with experience tracking intake metrics and optimizing processes.
• Skilled in KPI dashboard development for data-driven decisions.
• Experienced in setting intake quality standards, onboarding, and training.
• Strong documentation skills for SOPs and protocols.
• Proven ability to lead and improve intake teams.
• Strong collaboration and communication skills to align with leadership and coordinate across departments.
• Highly organized, managing multiple intake roles efficiently.
• Proactive in identifying and solving inefficiencies.
• Detail-oriented with strong data management skills.

Nice To Haves

• Masters Preferred

Responsibilities

• Monitor and analyze intake metrics such as response times, transfer rates, and case drop-offs.
• Develop a KPI dashboard to provide leadership with clear insights into intake performance.
• Identify inefficiencies and implement solutions to improve client interactions.
• Establish a structured QA program to ensure consistent, professional, and empathetic intake calls.
• Develop a robust call review system and enforce adherence to intake protocols.
• Create documented SOPs for standardized workflows.
• Oversee intake tracking transition from Captura to SmartAdvocate for seamless reporting.
• Develop case statuses and tracking structures.
• Ensure system integration for intake data across firm-wide platforms.
• Implement a structured onboarding program for new hires.
• Provide ongoing coaching in call handling, empathy, and case qualification.
• Ensure adherence to protocols, preventing errors in handling sensitive cases.
• Establish clear reporting lines and accountability within the intake team.
• Work with shift supervisors to improve efficiency and minimize lost cases.
• Optimize call flow and role handoffs to prevent bottlenecks.
• Align intake operations with leadership objectives.

Benefits

• Health, Dental and Vision coverage
• Competitive retirement savings plan
• Generous paid time off, including vacation, sick days, and personal time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level