Intake Manager, Mass Tort

The role

The Intake Manager will lead high-volume mass tort client intake operations and oversee offshore contract intake specialists. This role focuses on lead-to-retainer conversion, signed retainers, and speed to lead.

What you will do

• Oversee a team of offshore contracted intake representatives and their team leads.
• Partner with contractor leadership on selecting, onboarding, and ramping representatives.
• Set performance goals and provide regular feedback and coaching through team leads.
• Oversee day-to-day intake operations for inbound and outbound mass tort campaigns.
• Develop and refine intake scripts, policies, procedures, and workflows.
• Own monthly and campaign-level targets for qualified leads, conversion rate, and signed retainers.
• Build and run a quality assurance program including call monitoring and file audits.
• Ensure intake practices comply with firm policy, advertising rules, and privacy requirements.
• Track intake metrics and build detailed performance reports in Excel.
• Develop and deliver training for representatives on campaign criteria and legal terminology.

Required qualifications

• Minimum of 10 years in call center or intake operations, including at least 5 years in a management role
• Proven track record managing teams in a high-volume, fast-paced call center
• Proven record of meeting or exceeding sales, conversion, or revenue targets in a call center or intake environment
• Experience designing performance scorecards and incentive programs
• Experience managing offshore, outsourced, or contracted call center teams
• Experience in legal intake at a law firm or legal services organization
• Strong analytical skills and a data-driven approach
• Advanced Excel skills
• Excellent communication, problem-solving, and organizational skills
• Ability to work independently and manage multiple priorities

Nice to have

• Mass tort, personal injury, or class action intake experience
• Familiarity with legal intake CRMs or case management systems, such as Litify, Lead Docket, or similar platforms
• Experience with workforce management tools, quality assurance programs, and KPI tracking
• Knowledge of TCPA, attorney advertising rules, and handling of sensitive client and medical information
• Bachelor's degree in Business, Management, or a related field
• Background in consultative, needs-based, or inside sales

Benefits

• Annual salary
• Year-end discretionary bonus
• Benefits

About the company

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters. The firm has prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases.