Intake Manager

Full-Time | On-Site | Houston, TX
Compensation: $29.00–$33.00/hour + Competitive Case Incentive Program
Bilingual English/Spanish Required

We are seeking a strong, hands-on Intake Manager to lead and develop our Intake team. This is first and foremost a people-management position, and we are looking for someone who knows how to lead a team, set expectations, coach employees, monitor performance and key metrics, and create accountability while maintaining a positive and professional work environment.

Legal or personal injury experience is a plus, but our priority is finding a proven leader and people manager who is comfortable managing a busy, results-driven, client-facing team.

What You'll Do

• Lead, supervise, coach, and develop a team of Intake Specialists.
• Manage the day-to-day operations and workflow of the Intake Department.
• Monitor, track, and analyze Intake performance metrics and KPIs, including lead response times, call activity, follow-up, conversion rates, signed cases, and team productivity.
• Use metrics to identify trends, missed opportunities, performance concerns, and areas for improvement.
• Set clear individual and team expectations and hold employees accountable for results.
• Conduct regular coaching, training, and performance conversations based on measurable results.
• Ensure new leads are responded to promptly and consistently.
• Make sure potential clients are properly screened and followed up with so viable leads do not fall through the cracks.
• Monitor call quality and ensure a consistently professional and compassionate client experience.
• Step in and assist with calls, escalations, or client concerns when needed.
• Identify opportunities to improve processes, efficiency, client service, and conversion.
• Ensure adequate department coverage and assist with scheduling as needed.
• Work closely with management and other departments to maintain smooth workflows.
• Help develop and improve scripts, procedures, training materials, and department standards.
• Build a culture of professionalism, urgency, teamwork, accountability, and excellent client service.
• Provide management with regular updates on Intake performance, trends, challenges, and results.

What We're Looking For

• Bilingual English/Spanish required.
• Proven experience supervising or managing employees.
• Strong leadership skills with the ability to coach, motivate, develop, and hold employees accountable.
• Experience monitoring team metrics, KPIs, productivity, and performance results.
• Comfortable using data and performance metrics to identify problems and improve team results.
• Confident handling difficult conversations and addressing performance concerns.
• Strong communication and interpersonal skills.
• Excellent organizational and time-management skills.
• Ability to remain calm and make sound decisions in a fast-paced environment.
• Strong customer/client service mindset.
• Comfortable learning and working with CRM, reporting, and case-management technology.
• Law firm experience is a plus.
• Personal injury experience is a plus.
• Intake, call center, customer service, sales, or other high-volume client-facing management experience is a plus.

Compensation

$29.00–$33.00 per hour, depending on experience, plus a competitive Case Incentive Program.

The Right Person for This Role

You don't necessarily need to come from a law firm to be successful in this position.

We are looking for a leader who understands both people and numbers—someone who can develop employees, monitor the metrics behind the team's performance, identify where improvement is needed, and take action to produce better results.

This is a hands-on management position. The right person will be comfortable leading from the front, jumping in when the team needs help, and taking ownership of the overall performance and results of the Intake Department.

Job Requirements

• Bilingual English/Spanish required.
• Minimum 2–3 years of supervisory or management experience, preferably managing a client-facing, intake, call center, customer service, or sales team.
• Proven ability to lead, coach, motivate, and hold employees accountable.
• Experience monitoring and managing performance metrics/KPIs, such as response times, call volume, follow-up activity, conversion rates, productivity, and team performance.
• Ability to analyze performance data, identify trends or areas of concern, and implement improvements.
• Experience conducting employee coaching, training, performance conversations, and addressing performance issues.
• Strong customer/client service skills with the ability to handle escalated or sensitive situations professionally.
• Excellent verbal and written communication skills.
• Strong organizational, time-management, and problem-solving skills.
• Ability to manage multiple priorities and make decisions in a fast-paced environment.
• Comfortable working with CRM systems, reporting tools, and other business technology.
• Law firm experience is a plus, but not required.
• Personal injury and/or legal intake experience is a plus.
• Experience managing a high-volume intake, call center, customer service, or sales environment is highly desirable.
• High school diploma or equivalent required; college degree preferred but not required.
• Must be able to work full-time, on-site in Houston, Texas.