Intake Supervisor Full Time

1. About Our Client:

The organization is a rapidly expanding national family law firm operating in a space that addresses family legal challenges. It focuses on delivering specialized legal services in family law and aims to provide supportive and compassionate client experiences. The firm prioritizes growth and has built a culture centered on family values while offering dynamic compensation and diverse benefit options.

2. About the Opportunity:

The Intake Supervisor is responsible for managing the daily operations of the intake department. This role leads the intake team to ensure high-quality client service, monitors key performance metrics, and maintains accurate data within organizational systems. The position is critical for optimizing intake productivity and conversion rates, supporting team development, and ensuring an efficient intake process that positively impacts prospective clients. Reporting to the Sales Enablement Manager, the role collaborates with cross-functional teams to enhance intake operations.

3. Responsibilities:

• Supervise and support the intake team to deliver consistent, high-quality client service

• Provide coaching, feedback, and performance management to support team growth and accountability

• Conduct performance reviews and implement improvement plans as needed

• Collaborate with leadership to develop action plans for team and departmental goals

• Participate in recruiting, interviewing, and hiring intake specialists

• Assist onboarding and training of new intake team members

• Monitor staffing levels and manage team schedules to ensure operational coverage

• Manage employee timecards and address attendance issues, including corrective actions

• Oversee daily intake operations to handle client inquiries promptly and professionally

• Ensure proper documentation and tracking of communications on company platforms

• Support lead flow management, inquiry prioritization, and timely follow-up

• Monitor adherence to intake scripts, procedures, and service standards

• Assist with resolving complex or sensitive client situations

• Track and report key intake performance indicators such as conversion rate and response time

• Maintain accountability for intake team performance and conversion rates

• Analyze intake activity to identify trends and improvement opportunities

• Ensure accurate lead capture, tracking, and follow-up processes

• Oversee lead qualification and alignment with hiring and case acceptance goals

• Generate regular performance reports for leadership

• Ensure accurate data entry and maintain data quality in CRM and other systems

• Use Salesforce and intake tools to monitor workflow and performance

• Identify and implement process, workflow, and reporting improvements

• Develop and maintain intake department policies and procedures

• Ensure compliance with company requirements and standards

• Collaborate with Sales, Marketing, Operations, and IT to enhance intake processes

• Perform other duties and projects as assigned

4. Requirements:

• Ability to work remotely with reliable internet and a productive home workstation

• 3 to 5 years of call center leadership, intake management, or supervisory experience

• Experience managing team performance, service standards, and operational metrics

• Proficiency with CRM systems, preferably Salesforce

• Strong organizational skills and attention to detail

• Ability to analyze operational data and generate reports

• Proven leadership, coaching, and team development capabilities

• Excellent written and verbal communication skills

• Proficiency with Microsoft Word, Excel, PowerPoint, Adobe, and Zoom conferencing technology

• Professional communication skills for interacting with all organizational levels

• Proactive and able to understand details within a larger context

• Reliable, detail-oriented, and quick to learn new technology

• Strong client service skills and ability to manage multiple tasks independently

5. Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement:

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.