Intake Operations Manager
Core
Manage and optimize legal intake operations, including data analysis, quality assurance, system integration, and team leadership for call centers.
Role type
Senior IC operations manager (legal intake)
Builds
KPI dashboards, standardized SOPs, case tracking structures, and onboarding programs
Domain
Legal services / Call center operations
Required skills
Data analysis, KPI dashboard development, Quality Assurance (QA), Process standardization, System integration, Team leadership, SOP creation, Case management software proficiency
Preferred skills
Masters degree, Personal injury industry experience, SmartAdvocate or Captura experience
Technologies
SmartAdvocate, Captura
Responsibilities
Monitor and analyze intake metrics (response times, transfer rates, drop-offs) and develop KPI dashboards; Establish QA programs and create documented SOPs for standardized workflows; Oversee system transitions and ensure data integration across firm platforms; Implement onboarding and coaching programs for intake staff; Lead intake teams to optimize call flow and minimize lost cases.
Seniority
Senior, hands-on IC