Intake Manager

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Oversee and mentor Intake Supervisors to ensure effective management of frontline Intake teams.

• Take responsibility for performance metrics including conversion, productivity, quality, service, attendance, adherence, and client-experience indicators.

• Establish performance benchmarks and hold leaders accountable through coaching, action planning, and performance evaluation.

• Analyze operational trends and implement corrective or preventive measures for performance, process, or client-experience deficiencies.

• Collaborate with Quality Assurance, Training, and Workforce Management on staffing, readiness, quality, and operational enhancements.

• Address escalated issues related to clients, employees, workflows, and performance that require management-level intervention.

• Ensure that SOPs, scripts, qualification standards, and process modifications are consistently implemented and adhered to.

• Collaborate closely with HR and senior leadership to enhance operational efficiency, elevate team performance, and provide an exceptional experience for prospective clients.

⛳️ Requirements

• A minimum of 5 years of leadership experience in sales, intake, contact center operations, or other high-volume operational settings.

• Proven track record of directly managing and developing frontline supervisors or team leaders.

• Demonstrated success in managing KPIs, enhancing operational performance, and boosting team productivity and outcomes.

• Extensive experience in coaching, performance management, accountability, and employee development.

• Proven capability to analyze operational data, recognize performance trends, and implement effective solutions.

• Experience in managing escalations and making informed decisions in challenging or urgent situations.

• Strong organizational, analytical, communication, and problem-solving abilities.

• Capacity to manage competing priorities and lead multiple teams within a dynamic, performance-focused environment.

• Proficient in collaborating effectively with cross-functional departments and senior leadership.

• Strong judgment, professionalism, and the ability to maintain accountability while fostering a positive team culture.

• Experience in personal injury law, legal intake, or within a law firm setting (preferred).

• Familiarity with Salesforce, Five9, or similar CRM and contact center technologies (preferred).

• Background in managing sales-oriented or revenue-generating contact center operations (preferred).

• Experience in a rapidly expanding organization undergoing operational growth (preferred).

• Proven history of implementing operational improvements, developing leadership teams, and scaling high-performing departments (preferred).

• Experience in closely collaborating with Quality Assurance, Training, Workforce Management, HR, and senior leadership (preferred).

🏝️ Benefits

• 12 PTO days annually.

• Comprehensive health, dental, and vision insurance benefits.

• Opportunity to work closely with senior leadership and directly impact the firm's operational growth.

• Leadership role with the chance to build, develop, and scale high-performing teams.

• Supportive and collaborative work environment with opportunities for professional growth and advancement.