DM Injury Law · 1 day ago
Director of Intake
Kansas City, MO
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expDiPasquale Moore is one of the largest Personal Injury firms in the country, committed to treating clients with personal and professional care. The Director of Intake will lead the client service and processing functions, ensuring a superior client experience while managing staff development and operational efficiency.
ConsultingLegalProfessional Services
Responsibilities
Manage department performance to meet and exceed service level agreements and client and company expectations
Lead strategic planning efforts utilizing exceptional problem solving, ownership and follow-through
Interface and coordinate with pre-lit teams, business unit partners and regional offices to deliver excellent client support and ensure that all client and company goals are met
Recognize strategic opportunities for success and create tactical plans
Introduce new perspectives and approaches to the business, which improve quality of service, enhance productivity, and realize savings
Establish performance objectives and expectations. Conduct regular performance reviews. Deliver critical feedback and effective coaching. Document performance
Recognize and reward strong performance. Take corrective action as needed
Coordinate hiring and staffing to ensure appropriate coverage. Assist with training as needed
Implement the vision for high performing teams and inspire staff toward service excellence
Develop and utilize metrics to evaluate the performance of intake teams and to effectively implement continuous improvement
Supervise the day-to-day activities of Intake Specialists to optimize their effectiveness and promote ongoing leadership
Support a professional service culture by providing creative and effective management for staff growth and individual development
Provide leadership and direction to the implementation of new processes and procedures across the team to improve service delivery
Own the continued development of a service-driven culture in a fun, fast-paced environment
Provide creative and effective leadership to successfully forecast and plan for growth
Manage the integration of best practices of legal intake, contact centers, client service, and professional coaching into the operations of the Intake Team ensuring the team is equipped with processes, tools and techniques to achieve their persistence goals
Identify opportunities to reduce costs, to improve the quality of service and to better support the DM Law brand through the use of technology and process improvements
Develop internal relationships to exchange feedback on service issues, identify problems, assess needs, and achieve results
Maintain DM Law’s 3rd Party Vendor relationships connected to the Intake department
Implement effective Intake Teams by promoting a positive, dynamic and inclusive work climate and build a robust culture that supports the DM Law brand
Assure that all clients receive service which is prompt, friendly, courteous, accurate, and helpful
Participate in the preparation of an annual budget
Administer compensation, incentive, recognition and reward programs
Qualification
Required
Five years' call center leadership/management experience
Demonstrated success in creating high performing teams and building a positive employee climate
Displayed achievement of meeting and exceeding quantitative performance targets and goals
Excellent people management, coaching and mentoring abilities
Successful experience managing efficiency or cost reduction initiatives through process improvements, use of technology and staff performance
Strong systems knowledge including experience with scheduling tools, voice and data networks and skill-based routing
Proven ability to initiate and lead change through planning, problem solving, decision making and execution of plan
Experience working with and maintaining third party vendor contracts and relationships
Effective oral, written, and interpersonal communication skills
Demonstrated organizational, prioritization and planning skills
Ability to work in a fast-paced, team-oriented environment
Company
DM Injury Law
Have you been injured? Just turn to the skilled personal injury lawyers here at DiPasquale Moore for the compassionate advocacy you need.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Kevin Tews
Chief Operating Officer
Company data provided by crunchbase