Legal Intake Supervisor

Overview:
The Legal Intake Manager is responsible for leading and optimizing the intake team to ensure a seamless and efficient client acquisition process. This role involves overseeing daily operations, tracking performance metrics, providing training and coaching, and ensuring that intake specialists uphold the highest standards of client service. The ideal candidate is a strong leader with excellent communication, analytical, and problem-solving skills, as well as the ability to drive team success and maintain accountability.

Key Responsibilities:

• Leadership & Team Development:
  • Supervise and lead the intake team, ensuring high performance and accountability
  • Develop and conduct regular training programs focused on call handling, client service, conversion strategies, and legal intake best practices
  • Provide ongoing coaching and feedback to improve team performance and maintain consistency in client interactions.
  • Foster a positive and motivated team environment
• Tracking & Reporting:
  • Monitor and analyze key performance indicators (KPIs) such as conversion rates, response times, and follow-up effectiveness.
  • Generate regular reports on intake team performance and present findings to leadership.
  • Identify trends and areas for improvement, implementing necessary adjustments to optimize efficiency.
• Performance Management:
  • Conduct regular performance assessments and one-on-one meetings with intake specialists to set goals and track progress.
  • Develop strategies to address performance gaps and ensure continuous improvement.
  • Establish and uphold quality control standards for all client interactions.
• Process Optimization:
  • Evaluate and refine intake processes to improve conversion rates and client experience.
  • Implement best practices and innovative strategies to enhance intake efficiency and effectiveness.
  • Ensure compliance with all legal and regulatory requirements related to client intake.
• Client Engagement & Service Excellence:
  • Ensure intake specialists provide empathetic, professional, and client-centered service.
  • Monitor interactions to maintain high-quality client service and resolve any escalated client concerns.
  • Develop strategies to enhance lead nurturing and follow-up effectiveness.
• Collaboration & Communication:
  • Work closely with marketing, attorneys, and firm leadership to align intake efforts with firm objectives.
  • Communicate updates, challenges, and successes to relevant stakeholders.
  • Ensure seamless coordination between intake and other departments to facilitate client onboarding.

Qualifications:

• Bachelor’s degree in business, communications, or a related field preferred.
• 3+ years of experience in intake, sales, or client service, preferably in a legal or professional services environment.
• Proven leadership experience, including team management, coaching, and performance tracking.
• Strong analytical skills with the ability to interpret data and drive process improvements.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in CRM systems, cloud-based tools, and database management.
• Ability to handle sensitive information with confidentiality and discretion.
• Proven leadership and supervisory experience, with the ability to mentor, delegate, and develop a high-performing team.
• Strong problem-solving, organizational, and multitasking skills in a fast-paced environment.
• Bilingual in Spanish is preferred but not required.

Physical Requirements

• Ability to perform essential job functions in compliance with ADA, FMLA, and other federal, state, and local regulations. Ability to maintain regular, punctual attendance in accordance with workplace standards.
• Must be able to communicate clearly via phone and other mediums.

Why Join Us?

• Competitive salary and bonus potential.
• Free employee-only coverage for Medical, Dental, Vision, and Life Insurance
• Option to purchase Long-term & Short-term Disability coverage.
• 401(K) Retirement plan with employer match is available once eligible.
• Supportive and collaborative work culture with quarterly fun events!
• Ongoing professional development opportunities

We are seeking a true leader who is empathetic toward both teammates and clients, and who is driven to get clients the help they need! If you have strong leadership skills, a service-driven mindset, and a passion for client engagement, we will provide the legal training necessary for your success in this role.  Apply today to make a meaningful impact!