Intake Manager – Trainer

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate the training and onboarding of new employees on intake procedures, systems, communication techniques, and case qualification standards.

• Offer continuous coaching through call shadowing, reviewing calls, and providing constructive feedback.

• Support agents during designated shifts by addressing inquiries, reinforcing protocols, and escalating issues as necessary.

• Manage both inbound and outbound intake calls.

• Ensure accurate record-keeping while adhering to quality and performance benchmarks.

• Monitor training progress and collaborate with intake leadership to identify and address performance deficiencies.

• Develop and maintain training materials, reference guides, FAQs, and resources for call support.

• Revise system guidance and coaching playbooks as processes and case criteria evolve.

⛳️ Requirements

• Experience in legal mass tort intake is mandatory.

• A minimum of two years of experience as a legal intake trainer, in addition to the required mass tort experience.

• High technical proficiency in navigating multiple screens, software applications, and workflows simultaneously.

• Excellent multitasking abilities while ensuring accuracy during calls, documentation, and agent support.

• Capacity to swiftly learn new systems, troubleshoot common issues, and effectively teach system workflows to others.

• Strong skills in communication, organization, problem-solving, and coaching.

• Availability during evenings and weekends is essential.

• Familiarity with Five9, Balto, Salesforce, or similar platforms is preferred.

• External hires are required to complete the intake training program.

• External hires will spend approximately 50% of their time managing intake calls and 50% training and assisting agents during the initial 90 days.

🏝️ Benefits

• 100% company-paid monthly premiums for high-quality medical, dental, and vision insurance plans for you and all dependents (for US-based employees).

• 100% company match on employee contributions to HSA or FSA flexible benefits plans (for US-based employees).

• $500 free FSA company contribution, irrespective of employee contribution.

• 401k plan with a full company match of up to 6% of salary and no vesting period required (for US-based employees).

• Unlimited paid time off with planned coverage for roles/responsibilities.

• Wellhub wellness benefit granting access to 20,000+ gyms, studios, and wellness apps, fully covered by the company.

• Work-from-home equipment budget (at the company's discretion).

• Permanent remote work environment.

• Opportunities for growth.

• Flexible work environment.