Intake Team Lead

Full Job Description

Intake Team Lead – Candidate Profile

The ideal candidate is a seasoned intake professional ready to step into a leadership role within a fast-paced, evolving environment. This individual combines deep knowledge of intake operations with strong interpersonal and analytical skills, allowing them to coach team members effectively while maintaining high quality and performance standards.

They are adaptable to change, comfortable managing shifting priorities, and able to make informed decisions using data and real-time performance insights. This role serves as a critical bridge between the Intake team and other departments, ensuring communication, execution, and client experience remain aligned as the firm grows.

Key Responsibilities

• Act as the primary point of contact for Intake team members regarding ownership changes, intake questions, and internal processes.
• Review intake calls and recordings to ensure quality, compliance, and consistency with firm standards.
• Audit My Team Kinetics (MTK) intakes for accuracy, completeness, and proper documentation.
• Analyze intake performance data, call metrics, and conversion trends to identify gaps, address issues, and implement improvements.
• Conduct regular one-on-one meetings focused on performance feedback, coaching, and professional development.
• Lead team meetings with an emphasis on training, quality improvement, and adapting to process or strategy changes.
• Collaborate with Pre-Litigation and other departments to resolve inquiries and support seamless case transitions.
• Utilize dialer systems and reporting tools to monitor activity, manage performance, and support efficient communication workflows.

Preferred Qualifications 

• Experience working in a high-volume, fast-paced intake or contact center environment.
• Familiarity with dialer platforms such as Zoom.
• Proficiency in Salesforce, including managing client records, tracking cases, and reviewing performance data.

Job Responsibilities

Key Responsibilities

• Act as the primary point of contact for Intake team members regarding ownership changes, intake questions, and internal processes.
• Review intake calls and recordings to ensure quality, compliance, and consistency with firm standards.Audit My Team Kinetics (MTK) intakes for accuracy, completeness, and proper documentation.
• Analyze intake performance data, call metrics, and conversion trends to identify gaps, address issues, and implement improvements.
• Conduct regular one-on-one meetings focused on performance feedback, coaching, and professional development.
• Lead team meetings with an emphasis on training, quality improvement, and adapting to process or strategy changes.
• Collaborate with Pre-Litigation and other departments to resolve inquiries and support seamless case transitions.
• Utilize dialer systems and reporting tools to monitor activity, manage performance, and support efficient communication workflows.

Job Requirements

Preferred Qualifications 

• Experience working in a high-volume, fast-paced intake or contact center environment.
• Familiarity with dialer platforms such as Zoom.
• Proficiency in Salesforce, including managing client records, tracking cases, and reviewing performance data.

Skills Required

• Project Management - Expert
• Sales & Negotiation - Expert
• Time Management & Study Skills - Expert

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