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Intake Department Supervisor

The Intake Supervisor is responsible for the daily management of workflow and the leadership of the intake specialists and receptionists.  This position requires an experienced individual with strong people management and process management skills.  The Intake Supervisor is specifically responsible for ensuring timely communication to all potential new clients (PNCs).  This includes responding within hours to each inquiry, ensuring that a decision is made regarding representation within the required time period, ensuring that representation is offered or declined within the required time period, and that all supporting documentation is noted in the firm’s client relations management (CRM) software and case management software.  Additionally, the Intake Supervisor is responsible for promoting a positive and engaged work environment for all Intake Specialists and Receptionists.

Duties Include:

The essential functions include, but are not limited to the following:

  • Manage intake and reception team performance and workload in order to reach targeted goals
  • Monitor calls to observe professionalism, technical accuracy, and adherence to firm policies and procedures of Intake Specialists and Receptionists, and provide feedback for improvement
  • Monitor individual, team, and call center statistics to ensure all intake leads move through the intake process to conclusion
  • Interview, hire, train, coach, and develop intake and reception team. Identify positive and negative performance trends to ensure attainment of team objectives.
  • Analyze phone call statistics and adjust and update schedules and/or procedures as the business requires
  • Address call escalations and complaints to ensure optimum intake experience for clients
  • Develop corrective action plans for staff experiencing performance, behavior and productivity issues
  • Prepare and conduct performance evaluations and deliver ongoing employee feedback at regular intervals
  • Serve as a resource for team members by assigning tasks, identifying training gaps, and providing re-training to ensure technical competency of the Intake process
  • Create and maintain a positive work environment conducting weekly staff meetings which encourage team participation
  • Serve as point of contact for vendors that support the Intake Department
  • Anticipate the needs of the Intake and reception departments by continuously evaluating processes for improvement
  • Perform other work-related duties as assigned

Qualifications:

  • Bachelor’s degree from four-year college or university preferred, or 2-5 years of experience supervising a fast-paced high-volume call center
  • Ability to gather, analyze and report on call center metrics
  • Ability to manage difficult or emotional customer and/or employee situations
  • Ability to speak clearly and persuasively in positive or negative situations
  • Ability to build positive team spirit
  • Fluency in spoken and written English
  • Ability to organize own work and the workflow of the department
  • Reading comprehensive sufficient to efficiently read and understand case-related legal documents
  • Demonstrated supervisory, communication and writing skills
  • Ability to give presentations and deliver training
  • Ability to consistently report to work on time
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Demonstrated knowledge of MS Excel and MS Word
  • Ability to travel overnight (up to 10%) by land and/or air

Additional details:

This position is an in-office position and requires proof of COVID-19 vaccination as a condition of employment.

Compensation & Benefits:

  • Starting annual salary is $55,000
  • Comprehensive benefit plans including, health, disability, and life insurance; 401(k) retirement plan; paid time off; a wellness reward program; and much more.

To Apply, Please Submit the Following:

  • Resume
  • Cover Letter

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