Bilingual Jr. Intake Manager

Description

Responsibilities:

• Assist with overseeing daily intake operations and ensuring leads are handled promptly and professionally.
• Monitor team performance, productivity, response times, and lead conversion rates.
• Support training, onboarding, and coaching of intake team members.
• Ensure intake procedures, scripts, and follow-up protocols are consistently followed.
• Monitor incoming leads and calls to ensure no opportunities are missed.
• Help address escalated calls, client concerns, and intake-related issues.
• Track department metrics and prepare performance reports for leadership.
• Coordinate with marketing and other departments to improve lead quality and conversion.
• Identify workflow inefficiencies and recommend process improvements.
• Provide team coverage and assist with scheduling and workload distribution as needed.

Qualifications:

• Bilingual in Spanish is required.
• Previous experience in intake, customer service, sales, or team leadership.
• Experience in a legal intake environment is required, experience in personal injury law is strongly preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to coach team members and hold staff accountable to performance expectations.
• Comfortable working with call management systems, CRM platforms, and reporting tools.
• Ability to multitask, prioritize competing demands, and work in a fast-paced environment.
• Proactive mindset with strong attention to detail and a focus on results.

Benefits:

• 401(k) 
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance