Director of Intake

The role

The Director of Intake will lead and develop a three-member global intake team. This person will reshape client interactions, implement KPIs, and standardize processes to improve lead conversion and client experience.

What you will do

• Guide and develop a three-member global intake team
• Implement standardized scripts and processes
• Establish, implement, and track meaningful intake KPIs
• Build dashboards and recurring reports
• Personally handle intake calls daily
• Support mid-level problem calls
• Design and refine the intake and onboarding experience
• Improve prioritization, follow-up, and conversion of leads
• Oversee call quality through regular reviews and a scorecard system
• Work with in-house developers to maximize efficiency with automated processes

Required qualifications

• 3 to 5 years of experience in intake or another high-volume client service environment
• Demonstrated people management, coaching, or team leadership experience
• Ability to develop and implement KPIs and improve process efficiency
• Comfortable using CRM and phone systems such as Filevine and RingCentral
• Ability to review intake calls and interpret data
• High emotional intelligence with strong communication skills
• Strong critical thinking skills

Nice to have

• Prior experience managing offshore or global employees

Benefits

• Four weeks of paid time off annually plus six holidays during the first year
• 401(k) plan with a 3% employer match
• Healthcare stipend or similar reimbursement arrangement

Before you apply

• If you have any questions, please email recruit@crisp.co only
• Do not reach out through the website's contact information or via direct messaging on social media

About the company

Chicago Collision Attorneys is a personal injury firm in Chicago dedicated to advocating for clients' rights with integrity and persistence. The firm operates from River North and utilizes domestic and international talent.