Legal Intake Manager

Our client is a leading personal injury firm. It has topped the South Florida SunSentinel s top workplaces survey for three consecutive years. Our professional staff receives great pay generous benefits including a collaborative and welcoming environment. Whatever you are looking for in a workplace we check that box. Putting you first that is our commitment. We drive hard but we play hard too. Come join the family!

POSITION SUMMARY:

Our client is seeking a handson Call Center Legal Intake Manager to oversee the daily operations of the legal call center and lead our growing team of legal Intake professionals. This role involves strategic planning of sales initiatives (KPIs (key performance indicators)) and working closely with our marketing department. Our Manager needs to be highly motivated to achieve and exceed goals demonstrating strong sales team leadership relationshipbuilding ss and a deep understanding of sales processes. This floor leader will be responsible for maintaining a high conversion rate from qualified leads into new clients by conducting regular meetings to focus on target goals and drive performance.

DUTIES/RESPONSIBILITIES:

• Determines operational strategies by evaluating departments results and objectives.
  
• Manages and meets financial targets by estimating performance requirements and preparing drafts of annual budgets.
  
• Handson leader to manage leads receive calls with the team and guide our Legal Intake Team to achieve client acquisitions targets and business growth.
  
• Team Leadership to supervise and mentor a team of 6 professionals and growing team to include hiring training mentoring coaching scheduling and conducting performance evaluations.
  
• Collaborate with Marketing team members on projects and events as part of the service role.
  
• Work with operation management to oversee ess and obtain daily call reports to ensure efficiency and adherence to legal industry standards and firm protocol.
  
• Performance monitoring to develop and implement performance metrics and KPI (key performance indicators) to track team productivity linked to client satisfaction. Regularly review and yze call performance data to identify areas for improvement.
  
• Client interaction to ensure calls are handled with professionalism empathy addressing any issues or escalations promptly.
  
• Process improvement capacity to continuously ess and improve call operations process and procedures to enhance efficiency reduce call handling times and improve client service.
  
• Report and prepare regular reports on call center processes and procedures to enhance efficiency reduce call handling times and improve service.
  
• Ensure legal call intake compliance is within the legal regulations firm policies and industry best practices.
  
• Technology proficiency to over manage the call center software. CRM system and other relevant technologies to oversee the use of call center technology and tools ensuring they are effectively utilized and maintained.
  

COMPENSATION & BENEFITS

• Competitive Salary based on experience
  
• Health Dental and Vision
  
• 401K Retirement plan and employer match
  
• 15 Days of Paid time off and 10 Paid Holidays
  
• ShortTerm and LongTerm Disability
  
• Employee istance Program (EAP)
  

QUALIFICATION & SS

• Educations: Bachelors Degree in Business Administration Management Sales or relevant field is REQUIRED.
  
• Minimum of 57 years of experience in call center operations management preferably within the legal or professional service environment (legal Insurance or financial industry) REQUIRED.
  
• Strong leadership and team management ss with the ability to motivate and guide a team.
  
• Strong ytical ss to interpret data and make informative decisions.
  
• Law firm experience a plus.
  

CORE LEADERSHIP SS

• Handson leadership ss to lead motivate and manage a team of Legal Intake Professionals.
  
• Communication abilities to write and speak to effectively interact with clients and professional staff.
  
• Strong ytical ss with the ability to interpret data and identify trends and implement solutions.
  
• Problem solving capacity to be proactive in resolving potential issues and actual issues while improving the process.
  
• Technology proficiency to over manage the call center software. CRM system and other relevant technologies to oversee the use of call center technology and tools ensuring they are effectively utilized and maintained.
  
• Utilize project management ss to prioritize tasks and responsibilities.
  
• Sales management expertise to convert leads into clients that we serve.
  
• Ability to manage and handle sensitive and confidential information with discretion.