Intake Manager

Accountabilities: As Intake Manager, you will oversee frontline leadership, strengthen operational performance, and ensure that intake processes are consistently executed. Your responsibilities will include: Lead, coach, and develop Intake Supervisors, ensuring effective management of frontline teams. Take ownership of key performance indicators, including conversion, productivity, quality, service, attendance, schedule adherence, and client experience. Establish clear performance expectations and hold leaders accountable through coaching, action plans, and performance management. Monitor operational trends, identify performance gaps, and implement corrective and preventive measures. Collaborate with Quality Assurance, Training, and Workforce Management to improve staffing, team readiness, service quality, and operational efficiency. Handle escalated client, employee, workflow, and performance matters requiring management-level judgment. Ensure consistent implementation and adherence to standard operating procedures, scripts, qualification criteria, and process updates. Requirements The ideal candidate is an organized and analytical operational leader with a strong background in managing high-volume teams and developing frontline leadership. You should bring: At least 5 years of leadership experience in sales, intake, contact center operations, or another high-volume operational environment. Direct experience managing and developing frontline supervisors or team leaders. A proven track record of managing KPIs, improving productivity, and delivering measurable operational results. Strong coaching, performance management, accountability, and employee development skills. The ability to analyze operational data, identify trends, and implement effective improvement strategies. Experience managing escalations and making sound decisions in challenging or time-sensitive situations. Excellent organizational, analytical, communication, and problem-solving abilities. The ability to manage competing priorities and lead multiple teams in a fast-paced, performance-driven environment. Strong collaboration skills, including experience working with cross-functional teams and senior leadership. Professional judgment and the ability to maintain high standards while fostering a positive team culture. Preferred qualifications: Experience in personal injury law, legal intake, or a law firm environment. Familiarity with Salesforce, Five9, or comparable CRM and contact center platforms. Experience managing sales-oriented or revenue-generating contact center operations. Background in a rapidly growing organization undergoing operational expansion. Experience implementing process improvements, developing leadership teams, and scaling high-performing departments. Previous collaboration with Quality Assurance, Training, Workforce Management, HR, and senior leadership. Benefits Annual salary of $68,000–$85,000. 12 days of paid time off (PTO) per year. Health, dental, and vision insurance. Fully remote work arrangement, open to candidates residing in Florida, Arizona, or Utah. Direct collaboration with senior leadership and the opportunity to influence operational growth. Opportunity to build, develop, and scale high-performing teams. Supportive and collaborative work environment. Opportunities for professional development and career advancement.