Crisprecruit
Intake Operations Manager
Denver, CO. Posted 3 months ago
The role
The Intake Operations Manager will monitor and analyze intake metrics and develop KPI dashboards. This person will establish quality assurance programs, oversee technology transitions, and lead onboarding and training for the intake team.
What you will do
- Monitor and analyze intake metrics such as response times, transfer rates, and case drop-offs.
- Develop a KPI dashboard to provide leadership with clear insights into intake performance.
- Identify inefficiencies and implement solutions to improve client interactions.
- Establish a structured QA program to ensure consistent, professional, and empathetic intake calls.
- Develop a robust call review system and enforce adherence to intake protocols.
- Create documented SOPs for standardized workflows.
- Oversee intake tracking transition from Captura to SmartAdvocate.
- Develop case statuses and tracking structures.
- Implement a structured onboarding program for new hires.
- Provide ongoing coaching in call handling, empathy, and case qualification.
Required qualifications
- Bachelors Degree
- 5+ years in legal intake or call center management
- Skilled in intake process structuring, workflow development, and QA
- Familiar with case management software like SmartAdvocate or Captura
- Strong analytical mindset with experience tracking intake metrics and optimizing processes
- Skilled in KPI dashboard development
- Experienced in setting intake quality standards, onboarding, and training
- Strong documentation skills for SOPs and protocols
- Proven ability to lead and improve intake teams
- Strong collaboration and communication skills
- Highly organized
- Detail-oriented with strong data management skills
Nice to have
- Masters Preferred
- preferably in personal injury
Benefits
- Health, Dental and Vision coverage
- Competitive retirement savings plan
- Generous paid time off, including vacation, sick days, and personal time
About the company
crisprecruit is a work-centric environment with a culture of grit, tenacity, and responsiveness. The company values autonomy, an entrepreneurial spirit, and continuous improvement.