Law Firm · 2 months ago
Call Center & Intake Operations Manager
Tampa, FL, US
Full-time
Onsite
Mid, Senior LevelLaw Firm is a fast-growing, results-driven personal injury law firm based in Tampa, FL. They are seeking a Call Center & Intake Operations Manager to lead and optimize their intake and call center operations, ensuring effective communication and improved case acquisition.
Law EnforcementLegalProfessional Services
Responsibilities
Lead and manage a team of full-time intake/call center employees
Manage all inbound communication (phone, SMS, email, future live chat), ensuring all contacts are handled with professionalism, speed, and empathy
Improve the intake and referral system, including scripts, SOPs, triage flows, QA programs, and documented call handling procedures
Implement and manage a referral handoff process to increase referral revenue and follow-through, including three-way calling, CRM documentation, and regular follow-ups
Hire, train, coach, and schedule call center staff; handle shift optimization and performance improvement
Improve full training program for onboarding and ongoing skill development
Establish and maintain a QA scoring process to improve call quality and performance
Evaluate and refine existing KPIs; collaborate with leadership to define new intake metrics and build out real-time dashboards and automated reporting
Collaborate with marketing to optimize lead flow, lead attribution, and conversion performance
Interface with attorneys and case managers to ensure fast handoffs, attorney involvement in hot cases, and client service alignment
Select and manage call center equipment, software, and systems (including FileVine, LeadDocket, CallRail, phones, headsets, and training tools)
Foster a culture of accountability, follow-through, and compassion within the team
Monitor call recordings for quality control, training, and marketing feedback
Qualification
Required
Experience leading intake, client services, or call center operations, preferably in a small-to-mid-sized organization
Strong leadership and training skills, you know how to create clarity, inspire teams, and hold people accountable
Ability to build and optimize systems, scripts, and workflows
Excellent communication, warm, clear, persuasive, and confident
Strong comfort with tools and systems (CRMs, call tracking, dashboards)
Self-starter mindset with strong follow-through
Preferred
Legal industry or personal injury experience preferred but not required
Bilingual (Spanish) a plus but not required
Company
Law Firm
Law Firm
Founded in 1969
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Larry Crabtree
Partner
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