Intake Supervisor

Crisp Recruit • Houston, TX

4d • Onsite

About The Position

The Intake Supervisor leads intake operations for a growing Texas-based personal injury law firm. This in-office role is based in the Houston, Texas area and works approximately 9:00 a.m. to 6:00 p.m., with flexibility to address departmental needs outside regular business hours when necessary. The supervisor will guide a six-person department with onsite and remote employees and support increasing case volume while maintaining high standards of client care.

The role oversees the transition to a two-tier intake structure, covering initial client contact and conversion as well as post-signing case processing, liability clearance, claim opening, initial client communication, and handoffs to Case Management. The supervisor will improve workflows and coordination, develop the team, monitor performance and call quality, analyze operational data, evaluate and prioritize cases, and manage staffing and coverage. The position works with firm leadership to strengthen client conversion, case evaluation, operational efficiency, and the overall client experience.

Requirements

• Approximately five or more years of experience in intake, call center operations, or a comparable high-volume environment.
• Demonstrated success in team leadership and performance management.
• Strong ability to interpret operational data and implement strategies based on insights.
• Excellent written and verbal communication skills, including the ability to lead discussions, provide constructive feedback, handle difficult conversations, and communicate with clients, employees, and firm leadership.
• Comfort using call management software, CRM platforms, and operational reporting tools.
• Ability to handle complex client situations with poise and empathy.
• Flexibility to address departmental needs outside regular business hours when necessary.

Nice To Haves

• Experience in personal injury intake.
• Experience in insurance claims, emergency dispatch, healthcare intake, sales management, or similar operational backgrounds.
• Familiarity with VXT, Lead Docket, or Filevine.

Responsibilities

• Lead a six-person intake department, including onsite and remote employees; run weekly team meetings, set expectations, delegate work, and promote accountability, collaboration, and continuous improvement.
• Oversee the transition to a two-tier intake structure, including initial client contact and conversion and post-signing case processing, liability clearance, claim opening, initial client communication, and handoffs to Case Management.
• Identify workflow inefficiencies, improve coordination, and ensure cases progress accurately and efficiently through each intake stage.
• Establish performance expectations, conduct call audits, provide coaching and training, address recurring errors or underperformance, and reinforce effective intake practices.
• Monitor call volume, conversion rates, and operational performance; identify trends, forecast staffing needs, assess time-of-day demand, and implement data-driven improvements.
• Evaluate incoming and newly signed cases to identify matters requiring urgent attention, additional review, or expedited handling; prioritize and coordinate timely escalation as appropriate.
• Manage employee schedules, workload distribution, and daily staffing coverage; identify coverage gaps and adjust schedules or assignments to maintain responsiveness and efficiency.
• Collaborate with firm leadership on departmental initiatives, team performance, and operational improvements.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed