Intake Team Lead

JAVAHERI & YAHOUDAI, A PROFESSIONAL LAW CORPORATION•Los Angeles, CA

4d•Onsite

About The Position

J&Y Law is seeking an experienced, service-oriented Intake Team Lead to oversee our Intake Department and lead a high-performing team dedicated to delivering an exceptional client experience from the very first interaction. The ideal candidate is an experienced personal injury professional with proven leadership abilities, strong coaching skills, and a passion for developing employees while driving operational excellence. This individual will play a key role in ensuring department performance, maintaining quality standards, and supporting the continued growth of our firm. The Intake Team Lead is responsible for the daily supervision and development of the Intake Department. This position oversees team performance, provides coaching and mentoring, monitors key performance indicators (KPIs), ensures compliance with firm policies and procedures, and promotes a culture of accountability, professionalism, and outstanding client service. The successful candidate will work collaboratively with attorneys, department leaders, and Human Resources to support employee development and continuously improve departmental operations.

Requirements

Minimum of three (3) years of Personal Injury Intake experience.
Minimum of one (1) year of leadership, supervisory, or team lead experience.
Strong knowledge of Personal Injury intake processes and client intake procedures.
Excellent verbal and written communication skills.
Strong organizational, time management, and problem-solving abilities.
Ability to effectively prioritize work in a fast-paced environment.
Proficiency with Microsoft Office and case management software.

Nice To Haves

Experience using Litify.
Bilingual in English and Spanish.
Experience with KPI reporting and performance management.
Prior experience training and developing employees.

Responsibilities

Provide day-to-day leadership, guidance, and support to the Intake Team.
Coach, mentor, and develop team members through ongoing feedback and performance discussions.
Monitor daily productivity, KPIs, conversion metrics, and service levels.
Conduct quality assurance reviews to ensure compliance with firm standards.
Assist with hiring, onboarding, and training new employees.
Manage scheduling, workload distribution, and departmental coverage.
Resolve escalated client concerns professionally and efficiently.
Ensure timely and accurate documentation within Litify and other firm systems.
Partner with attorneys and leadership to ensure a seamless transition of qualified cases.
Identify workflow improvements and implement best practices that enhance efficiency and client satisfaction.
Foster a positive, collaborative, and results-oriented team environment.