Intake Operations Manager | Personal Injury

Job Description The Intake Manager is responsible for leading, developing, and managing a high-performing Intake Department that delivers exceptional client service, maximizes qualified case sign-ups, and ensures operational excellence. This role oversees Intake Case Managers and support staff, drives departmental KPIs, improves client retention, manages escalated client concerns, and implements processes that enhance productivity and quality. Key Responsibilities Leadership & Team Management Lead, mentor, and develop Intake Case Managers and support staff. Conduct regular coaching sessions, performance reviews, and accountability meetings. Establish individual and team goals aligned with departmental objectives. Develop future leaders through ongoing coaching and training initiatives. Promote a culture of accountability, collaboration, and excellence. Intake Operations Oversee all intake operations from initial contact through case assignment. Ensure consistent application of intake procedures and qualification standards. Develop and implement best practices for client onboarding and case screening. Partner with attorneys and operational leaders to improve intake performance. Client Experience & Retention Ensure exceptional client service and responsiveness. Act as the primary escalation point for complex client concerns. Contact clients considering termination of services and work to preserve client relationships. Conduct exit interviews and identify opportunities for service improvement. Respond to escalations originating from leadership, social media, email complaints, and client concerns. Performance Management & KPIs Develop and monitor department KPIs, including: Sign-up conversion rates Call response times Client satisfaction scores Client retention rates Productivity metrics Quality assurance results Analyze performance trends and implement improvement strategies. Create action plans to address underperformance and drive results. Quality Control & Compliance Develop quality assurance standards and audit processes. Monitor compliance with firm policies and legal requirements. Conduct file reviews and quality audits. Ensure accurate documentation and record management practices. Reporting & Process Improvement Prepare and present weekly and monthly performance reports. Analyze operational data to identify trends and opportunities. Recommend and implement workflow improvements and technology solutions. Partner with leadership to establish strategic goals and departmental initiatives. What Success Looks Like Consistently achieving or exceeding department KPIs. Increased client retention and satisfaction. Improved intake conversion rates. Reduced response and follow-up times. Strong team engagement, accountability, and performance. Scalable processes that support firm growth. #J-18808-Ljbffr The Ward Law Group, PL