Legal Intake & Call Manager

Ramos James Law, PLLC is an award-winning plaintiff-side personal injury firm based in Austin, serving all of Texas in English and Spanish. We represent individuals and families during some of the hardest moments of their lives. We are a fast-paced, supportive, high-performance team, and we are growing quickly. Our core values of Integrity, Trust, Compassion, Advocacy, and Results guide everything we do, along with the belief that when clients win, we all win. We celebrate wins, value continuous improvement, and offer real growth for people who take ownership. About the role About Ramos James Law Ramos James Law, PLLC is an award-winning plaintiff-side personal injury firm based in Austin, serving all of Texas in English and Spanish. We represent individuals and families during some of the hardest moments of their lives. We are a fast-paced, supportive, high-performance team, and we are growing quickly. Our core values of Integrity, Trust, Compassion, Advocacy, and Results guide everything we do, along with the belief that when clients win, we all win. We celebrate wins, value continuous improvement, and offer real growth for people who take ownership. What you'll own Call queues and coverage Manage all incoming call queues, plus texts, web forms, missed-call alerts, and AI call summaries. Build the phone coverage schedule so every queue is staffed during business hours, balancing legal assistants' phone time with their casework. Route existing-client, provider, adjuster, and attorney calls to the right case team, and assign new-lead callbacks by urgency, language, and complexity. Take calls yourself when needed, modeling the standard for tone, pace, and accuracy. Monitor call queues, missed calls, and new leads on evenings and weekends, triaging urgent and high-priority matters and making sure they receive a response within seconds. As the team grows, you'll design a coverage rotation, but you remain accountable for after-hours response. Case qualification and conversion Coach staff on the facts that matter: injury, treatment, fault, insurance, timing, prior counsel, and possible third parties. Apply approved intake criteria to recommend signing, attorney review, referral, or decline. Convert cases the firm wants into signed clients with empathy and without pressure. Own contract delivery and follow-up through signature, then trigger post-signature case setup. Manage referrals by practice area and geography, following referral-source rules. Team leadership Set schedules, approve time off, and manage attendance. Hold regular one-on-ones and set individual goals for phone and intake work. Prepare performance evaluations, gathering input from attorneys and paralegals for legal assistants. The COO reviews and co-signs each one. Run call reviews and structured coaching. Address performance and conduct issues promptly and document them consistently, partnering with the COO on any corrective action. Route leave, accommodation, and other sensitive employment matters to the COO promptly. Lead hiring, onboarding, and training as the team grows. Data, process, and technology Keep lead records complete and accurate, from source to close reason. Build and maintain a live dashboard for call volume, answer rate, response time, qualification, and conversion. Troubleshoot phone routing and intake technology. Maintain scripts, decision guides, referral logic, and training materials, and refine them based on what the data shows. Cross-functional Hand new clients off cleanly to attorneys and maintain a high-service client experience. Report queue and funnel performance to the COO and recommend staffing, process, and system improvements. Give marketing feedback on which lead sources actually sign. What we're looking for Required 3 to 5 years in legal intake, plaintiff-side legal operations, inside sales, contact-center leadership, healthcare intake, or a similar high-judgment service setting. At least 2 years directly supervising 5 or more people, including scheduling, performance reviews, and documented corrective action. A track record of hitting conversion and performance goals through your team, not just your own calls. A history of thriving on metrics-based, variable compensation, with results to show for it. Calm, sound judgment under high volume, including knowing when to act and when to elevate. Comfort building dashboards and diagnosing whether a problem comes from people, process, data, or technology. Fluency in English and Spanish. Strong communication, including building trust quickly with people in crisis, and high discretion with medical, legal, personnel, and personal information. Willingness to monitor and respond to calls and leads outside business hours, including weekends, on a regular basis. Preferred Personal injury or plaintiff-side law firm experience. Experience leading staff who split time between phones and other work, or working in a shared-supervision model. Familiarity with motor vehicle, premises, work injury, and disputed-liability intake. Experience with Quo, CallRail, electronic engagement agreements, case-management systems, CRMs, Slack, or AI call-handling tools. Experience coordinating attorney review and outside referrals without giving legal advice. Compensation and benefits Base salary: $55,000 to $75,000, based on experience Performance incentive: approximately 40% of total target compensation, tied to team metrics such as signed cases, conversion, answer rate, and speed to lead. Total target compensation is $90,000 to $125,000, with upside for exceeding targets. Group health plan 401(k) with non-elective employer contribution and profit sharing, after eligibility Paid time off Location: Austin office, hybrid after initial training Schedule: Weekday business hours plus regular after-hours call and lead monitoring Ramos James Law is an equal opportunity employer. #J-18808-Ljbffr Ramos James Law, PLLC