Intake Supervisor

The role

The Intake Supervisor leads a six-person intake department to support a growing personal injury practice. This role involves overseeing intake operations, improving processes, and managing team performance through data-driven decision-making.

What you will do

• Take ownership of a six-person intake department including onsite and remote employees
• Lead weekly team meetings and establish clear expectations
• Lead the transition toward a two-tier intake structure
• Identify workflow inefficiencies and improve coordination
• Conduct regular call audits and provide coaching and training
• Monitor call volume, conversion rates, and operational performance metrics
• Evaluate incoming and newly signed cases for prioritization
• Oversee employee schedules and workload distribution

Required qualifications

• Approximately five or more years of experience in intake, call center operations, or a comparable high-volume environment
• Demonstrated success in team leadership and performance management
• Strong ability to interpret data and implement strategies based on operational insights
• Excellent written and verbal communication skills
• Comfortable using call management software, CRM platforms, and operational reporting tools
• Ability to handle complex client situations with poise and empathy

Nice to have

• Experience in personal injury intake
• Experience in insurance claims, emergency dispatch, healthcare intake, or sales management
• Familiarity with VXT, Lead Docket, or Filevine

About the company

The client is a Texas-based personal injury law firm dedicated to providing compassionate legal representation and responsive client service.