Intake Manager
Core
Lead daily operations and performance of a high-volume Personal Injury Intake department, overseeing frontline supervisors and driving conversion rates, productivity, and service quality.
Role type
Senior IC operations manager (intake/contact center)
Builds
Personal injury client intake processes and high-performing frontline teams
Domain
Legal services / Personal Injury / Contact Center Operations
Required skills
Frontline leadership, KPI management, operational analysis, performance coaching, process improvement, escalation management, cross-functional collaboration, data-driven decision making, team scaling
Preferred skills
Personal injury law experience, Salesforce/Five9 proficiency, sales-oriented contact center management, rapid organizational growth experience
Responsibilities
Lead and coach Intake Supervisors; own KPIs (conversion, productivity, quality, attendance); establish performance expectations and hold leaders accountable; monitor operational trends and implement corrective measures; collaborate with QA, Training, and Workforce Management; handle escalated client and workflow matters; ensure adherence to SOPs and qualification criteria.