Head of Intake & Lead Conversion

Omega Law Group, PC; West Hollywood (CA); On-site; USD 180,000 - 220,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Flexible Spending Account

Life Insurance

Paid Time Off

Free onsite parking

Job summary

Omega Law Group, PC in West Hollywood is seeking a Director of Intake to lead the firm’s intake operations across Personal Injury, Employment, Elder Abuse, Mass Torts, and other practice areas. You will drive strategy, coaching, and performance management for a multidisciplinary team, ensuring efficient workflows, strong client service, and data-driven decision making.

The role requires extensive leadership experience in call-center type environments, with a focus on KPIs, forecasting, and

Qualifications

• 7+ years of experience managing a call center on a regional or national level.
• Experience working in a law firm or legal services environment strongly preferred.
• Experience managing intake across multiple practice areas preferred.
• Experience supporting multi-location, multi-state, or geographically distributed operations strongly preferred.
• Strong understanding of sales, lead conversion, client communication, follow-up strategies, and funnel management.

Responsibilities

• Own the day-to-day operations and overall performance of the Intake Department.
• Lead, manage, coach, and develop Intake Specialists and other intake personnel.
• Establish clear expectations, performance standards, goals, and accountability measures for the department.
• Monitor individual and team performance and take appropriate action when performance falls below expectations.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Create a culture of urgency, accountability, professionalism, teamwork, and exceptional client service.
• Serve as the primary escalation point for intake-related issues and client concerns.
• Provide hands-on support to the intake team during periods of high call volume, staffing shortages, or other operational needs.

Skills

Leadership

Call center management

Data analytics

KPIs & dashboards

Client service

Tools

CRM systems

Excel

Filevine

Lead Docket

Job description

Omega Law Group, PC in West Hollywood is seeking a Director of Intake to lead the firm’s intake operations across Personal Injury, Employment, Elder Abuse, Mass Torts, and other practice areas. You will drive strategy, coaching, and performance management for a multidisciplinary team, ensuring efficient workflows, strong client service, and data-driven decision making.

The role requires extensive leadership experience in call-center type environments, with a focus on KPIs, forecasting, and