Personal Injury Intake Manager

Summary

Join TorkLaw's dynamic team as a Personal Injury Intake Manager, leading the intake team from initial contact to case acceptance. You will supervise and coach the team, ensuring performance goals are met and implementing lead generation strategies. Responsibilities include analyzing and optimizing intake processes, providing performance reports, and collaborating with management. The ideal candidate possesses 5+ years of high-volume call center experience, proven team management skills, and exceptional communication abilities. TorkLaw offers a competitive salary, generous bonuses, and comprehensive benefits.

Requirements

• 5+ years of experience in a high-volume call center
• Ability to track performance metrics, monitor calls, and optimize conversion rates
• Exceptional written and verbal communication skills, including experience drafting and reviewing legal documents, contracts, and correspondence
• Proven track record in managing and scaling teams successfully
• Ability to work collaboratively with support staff and attorneys, ensuring a coordinated and efficient intake process
• Strong attention to detail with analytical skills to track performance metrics and optimize processes
• Demonstrated ability to handle sensitive and confidential information with discretion

Responsibilities

• Lead and Supervise the Intake Team : Oversee the entire intake process, ensuring a smooth client experience from initial contact through case acceptance. Supervise and coach the intake team, ensuring performance and productivity goals are met. Experience in managing and scaling teams is essential
• Reporting on Lead and Team Performance : Regularly provide deep insights into the effectiveness of lead generation and the intake team’s performance. Track key performance metrics such as agent performance, source performance, call monitoring, and conversion rates by agent and source. Use data to identify trends and areas for improvement
• Analyze and Optimize Procedures : Continuously review and improve intake processes, making data-driven adjustments to ensure efficiency and accuracy. Collaborate with the management team to ensure that processes are streamlined and aligned with firm protocols

Preferred Qualifications

Personal Injury experience is a plus, but not required

Benefits

• 12 paid holidays annually
• 10 days of paid vacation annually
• 6 days of sick leave annually
• Medical insurance
• 401(k) with 4% fully vested safe-harbor company match
• Regular firm events (happy hours, team building, holiday party, etc)
• Laptops are replaced every 3 years. After 3 years, your work laptop will become your personal laptop