GOLDLAW - Personal Injury Lawyers · 9 hours ago
Legal Intake Director
West Palm Beach, FL
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expGOLDLAW is a Personal Injury law firm that prioritizes the happiness and engagement of its employees. The Intake Director will lead daily operations, manage a team, and drive performance while collaborating with the Marketing department to enhance client acquisition and retention efforts.
B2CLegal
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
Hands-on leader to manage leads, receive calls with the team, and guide our Intake Team to achieve client acquisition targets and business growth while delivering excellent client service
Team Leadership to supervise and mentor five professionals, 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 operations management to oversee, assess, 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 analyze call performance data to identify areas for improvement
Client interaction to ensure calls are handled with professionalism and empathy, addressing any issues or escalations promptly
Process improvement capacity to continuously assess and improve the call operations process and procedures to enhance efficiency, reduce call handling times, and improve client service
Report and prepare regular reports on call center intake 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
Technically oversee and monitor the use of all software involved with legal intake, including FILEVINE, CRM, and Lead Docket
Qualification
Required
Bachelor's Degree in Business Administration, Management, Sales, or relevant field is REQUIRED
Minimum of 5-7 years of experience in call center operations management within the legal industry
Strong leadership and team management skills with the ability to motivate and guide a team
Strong analytical skills to interpret data and make informative decisions
Personal Injury Law Firm Experience Required
Benefits
Health, Dental, and Vision
401K Retirement plan and employer match
15 Days of Paid time off and 10 Paid Holidays
Short-Term and Long-Term Disability
Employee Assistance Program (EAP)
Company
GOLDLAW - Personal Injury Lawyers
We handle cases on behalf of injured clients in matters involving Motor Vehicle Accidents, Medical Malpractice, Nursing Home Neglect & Abuse, Wrongful Death, Dog Bites, Product Defects & Liability, Premises Liability & Falls, Boating Accidents, Heart Attacks in Public Places and other types of personal injury claims.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Johanna Calmes, MBA, PMP®, PHR®
Chief Operating Officer
Michelle Winfree
Chief People Officer
Company data provided by crunchbase