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Intake Manager
Location: Palm Beach Gardens
Type: In Office
Position Overview: LaBovick Law Group is looking for a skilled Manager who can lead our Legal Intake Team with an ability to establish and achieve objectives, analyze data, monitor call quality, and provide ongoing training and coaching to ensure our team of Intake Warriors maintain the highest level of attention, detail and empathy to those in need or our services.
Why Choose LaBovick: LaBovick Law Group is a growing, multi-practice Plaintiff’s firm, with a strong vision of being Warriors for Justice! We give to our teams just as much as we expect in return. We have implemented a remote work policy, that embraces the telecommute flexibility. We offer a PPO Health plan and cover 100% of Healthcare premiums for our employees. We have a safe harbor 401(k) with up to a 4% company match. We encourage learning and career development across our Firm, and value employees by providing ample opportunity for career advancement. With a current 4.9 star rating on Glassdoor, we strongly adhere to our firm’s Core Values and attribute the Firms success to our group of talented, hardworking, and passionate team members!
Who We Want: Someone who possess strong coaching and leadership skills, with a solid legal background. This involves managing a team of four (and growing) to improve operational processes, and promote successful lead handling by providing leadership, direction, and motivation to the team. A leader who will always lead by example, be looking for ways to improve the team and the intake department processes. A person with exceptional communication, interpersonal, and customer service skills. An observant and detail-oriented individual, capable of understanding of the Firm, its needs and the issues the team may be facing in the day-to-day.
Responsibilities:
- Oversee a staff of Legal Intake representatives in the handling of calls with potential new clients regarding various types of legal matters
- Develop and instill the balance between urgency and empathy to build connectivity that will land the client.
- Monitor Inbound and Out bound calls and provide feedback on improved call quality.
- Ensure individual team members are performing and adhering to Firm and department policies and procedures.
- Act as a front-line voice of the Firm through professional and positive demeanor.
- Provide and document performance feedback through side-by-side coaching, performance reviews, goal setting, and quality monitoring.
- Answering representative’s questions, guiding them through difficult calls or issues, or handling issues that cannot be fielded by representatives.
- Leading team meetings, asking questions to better understand the calls representatives are receiving
- Ability to set clear expectations and goals, then coach team on processes and practices.
- Assisting other management team members in identifying trends and improving conversion rates.
- Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency.
