Intake Supervisor

Crisp Recruit • Houston, TX

4d • Onsite

About The Position

The Intake Supervisor leads a six-person intake department, including onsite and remote employees, at a growing Texas-based personal injury law firm. The position is based in the Houston, Texas area and is in-office. The supervisor oversees intake operations, team development, client service, case evaluation, and operational efficiency as the firm restructures its department to support increased case volume.

The role leads the transition to a two-tier intake structure. Intake 1 handles initial client contact and conversion; Intake 2 handles post-signing case processing, liability clearance, claim opening, initial client communication, and handoffs to Case Management. The supervisor uses performance data to improve workflows, staffing, conversion, and service quality, and collaborates with firm leadership on departmental initiatives. Standard hours are approximately 9:00 a.m. to 6:00 p.m., with flexibility to address departmental needs outside regular business hours when necessary.

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 data and implement strategies based on operational 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.

Nice To Haves

• Personal injury intake experience is preferred.
• Familiarity with VXT, Lead Docket, or Filevine is an advantage.
• Experience in insurance claims, emergency dispatch, healthcare intake, sales management, or similar operational backgrounds is welcomed.

Responsibilities

• Lead the six-person intake department, including onsite and remote employees.
• Lead weekly team meetings, set expectations, delegate responsibilities, and foster accountability, collaboration, and continuous improvement.
• Oversee the transition to a two-tier intake structure covering initial client contact and conversion, followed by post-signing processing and handoffs to Case Management.
• Identify workflow inefficiencies, improve coordination, and ensure cases progress accurately and efficiently.
• Set performance expectations, conduct call audits, coach and train employees, address recurring errors or underperformance, and reinforce effective intake practices.
• Monitor call volume, conversion rates, and operational metrics; identify trends, forecast staffing needs, evaluate time-of-day demand, and implement data-driven improvements.
• Evaluate incoming and newly signed cases for urgent attention, additional review, or expedited handling, and coordinate timely escalation as appropriate.
• Oversee employee schedules, workload distribution, and daily staffing coverage; identify coverage gaps and adjust schedules or assignments.
• Collaborate with firm leadership on departmental initiatives and operational improvements.

Benefits

• Meaningful operational impact through strengthening intake, improving client conversion, and establishing processes to support increasing case volume.
• Collaboration with firm leadership and strategic involvement in departmental initiatives and operational improvements.
• Opportunity to make a meaningful difference in clients’ lives at critical moments.

What This Job Offers

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