Intake Operations Manager
The Intake Operations Manager at Crisp Recruit is a pivotal role within the firm's client intake department, focusing on optimizing processes and enhancing client experiences in the legal field. Crisp Recruit is a dynamic and client-centered law firm specializing in personal injury cases, emphasizing technology, teamwork, and tenacity to achieve outstanding results for its clients.
In this role, the Intake Operations Manager will monitor and analyze intake metrics such as response times, transfer rates, and case drop-offs, developing a KPI dashboard to provide leadership with clear insights into intake performance. They will establish a structured quality assurance program to ensure consistent, professional, and empathetic intake calls, develop a robust call review system, and enforce adherence to intake protocols. Additionally, the manager will oversee the transition of intake tracking from Captura to SmartAdvocate for seamless reporting, develop case statuses and tracking structures, and ensure system integration for intake data across firm-wide platforms. They will implement a structured onboarding program for new hires, provide ongoing coaching in call handling, empathy, and case qualification, and ensure adherence to protocols to prevent errors in handling sensitive cases. Operational leadership includes establishing clear reporting lines and accountability within the intake team, working with shift supervisors to improve efficiency and minimize lost cases, optimizing call flow and role handoffs to prevent bottlenecks, and aligning intake operations with leadership objectives.
Candidates should possess a Bachelor's degree (Master's preferred) and have over five years of experience in legal intake or call center management, preferably in personal injury. They should be skilled in intake process structuring, workflow development, and quality assurance, with familiarity in case management software like SmartAdvocate or Captura. An analytical and data-driven approach is essential, with experience in tracking intake metrics and optimizing processes, as well as developing KPI dashboards for data-driven decisions. Expertise in setting intake quality standards, onboarding, and training, along with strong documentation skills for standard operating procedures and protocols, is required. Leadership and communication skills are crucial, with a proven ability to lead and improve intake teams, collaborate, and coordinate across departments. An operational mindset and problem-solving ability are necessary, with strong organizational skills to manage multiple intake roles efficiently and a proactive approach to identifying and solving inefficiencies.
Crisp Recruit offers a comprehensive benefits package, including health, dental, and vision coverage, a competitive retirement savings plan, and generous paid time off, including vacation, sick days, and personal time.
The firm fosters a dynamic and agile work environment, emphasizing dedication, tenacity, and self-driven ambition. Employees are encouraged to embrace an entrepreneurial spirit within a supportive structure, with opportunities for continuous improvement and professional growth. The culture values autonomy, empowerment, and a commitment to constant evolution, ensuring that stagnation is not an option.