Legal Intake Manager

2 weeks ago


West Palm Beach, Florida, United States Law Offices of Craig Goldenfarb PA Full time
Job Title: Legal Intake Manager

GOLDLAW, a leading personal injury firm, is seeking a highly motivated and experienced Legal Intake Manager to oversee the daily operations of our call center and lead our growing team of legal intake professionals.

Job Summary:

The successful candidate will be responsible for strategic planning, execution of sales initiatives, and working closely with our marketing department to achieve and exceed goals. This role requires strong leadership and team management skills, as well as a deep understanding of sales processes and the ability to motivate and guide a team to achieve client acquisitions targets and business growth.

Key Responsibilities:
  • Develop and implement operational strategies to drive business growth and improve client satisfaction.
  • Manage and meet financial targets by estimating performance requirements and preparing drafts of annual budgets.
  • Lead and motivate a team of 6 professionals, including hiring, training, mentoring, coaching, scheduling, and conducting performance evaluations.
  • Collaborate with the marketing team on projects and events to enhance client engagement and business growth.
  • Oversee and assess daily call reports to ensure efficiency and adherence to legal industry standards and firm protocol.
  • Develop and implement performance metrics and KPIs to track team productivity and client satisfaction.
  • Ensure client interactions are handled with professionalism, empathy, and address any issues or escalations promptly.
  • Continuously assess and improve call operations processes and procedures to enhance efficiency, reduce call handling times, and improve client service.
  • Ensure legal call intake compliance with firm policies, industry best practices, and regulatory requirements.
Requirements:
  • Bachelor's Degree in Business Administration, Management, Sales, or relevant field.
  • Minimum of 5-7 years of experience in call center operations management, preferably within the legal or professional service environment.
  • Strong leadership and team management skills with the ability to motivate and guide a team.
  • Strong analytical skills to interpret data and make informed decisions.
  • Law firm experience a plus.
What We Offer:
  • Competitive salary based on experience.
  • Health, dental, and vision benefits.
  • 401K retirement plan and employer match.
  • 15 days of paid time off and 10 paid holidays.
  • Short-term and long-term disability.
  • Employee Assistance Program (EAP).


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