Legal Intake Performance Analyst

The Legal Intake Performance Analyst will be responsible for analyzing intake operations, identifying performance trends, and delivering actionable insights to improve efficiency and effectiveness across the department. This role directly supports leadership by monitoring KPIs, building dashboards, and helping elevate individual and team performance. The ideal candidate brings strong analytical skills, thrives in fast-paced environments, and understands the nuances of call center and legal intake operations.

Performance Monitoring & Data Analysis

• Track and interpret KPIs such as conversion rate, average handle time, call volume, case qualification rate, and agent productivity.
• Identify patterns, trends, and performance gaps to inform strategy and decision-making.

Dashboard Development & Reporting

• Design, maintain, and enhance real-time performance dashboards and scorecards for agents, teams, and department-wide metrics.
• Ensure clear visualization and accessibility of key data for stakeholders.

Root Cause Investigation

• Conduct deep-dive analysis into underperformance or missed benchmarks.
• Pinpoint root causes and propose specific, data-backed improvement strategies.

Agent-Level Performance Insights

• Evaluate individual agent performance and provide tailored recommendations to support growth.
• Collaborate with team leads to align data findings with coaching and development initiatives.

Coaching & Feedback Collaboration

• Deliver clear, constructive, and timely feedback based on performance data.
• Partner with supervisors to shape coaching plans that drive continuous improvement.

Training & Development Support

• Identify common trends and performance issues to inform training content.
• Assist in new hire onboarding and provide support for refresher training sessions.

Quality Calibration

• Participate in regular calibration meetings to ensure consistent scoring, quality standards, and alignment across leadership.

Compliance Monitoring

• Verify that agents adhere to legal, ethical, and procedural standards as defined by internal policies and industry regulations.

• Possess the capacity to thrive in high-pressure situations or stressful work environments 
• Minimum 2 years of experience in performance analysis, business intelligence, or call center operations
• Demonstrate adaptability to various visual learning styles
• Proficient in utilizing tools, resources and software effectively 
• Must have the ability to multitask 
• Ability to type 35+ WPM
• Ability to work in a fast-paced call center environment. 
• Ability to work well under pressure.
• Excellent communication skills.
• Excellent interpersonal and customer service skills.
• Strong organizational skills and attention to detail.
• Prior experience in legal services or call center environments preferred
• Understanding of personal injury law and legal terminology is a plus
• Customer Service experience (Preferred)
• High school or equivalent (Required)
• Microsoft Office: 2 years (Required)

Job Types: Full-time

Benefits:

• Dental insurance
• Vision insurance 
• Health insurance
• Supplemental Insurance
• Paid time off
• Paid Holidays
• Paid Inclement Weather Days
• Opportunity to earn monthly performance bonuses!

Schedule:

• 8 hour shift
• Monday-Friday
• 8am-5pm

Pay: 

• $18-20/hour