Houston-Based Intake Supervisor: Lead High-Volume Operations

Crisp Recruit; Houston (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

Crisp Recruit supports a Texas-based personal injury law firm in Houston by hiring an Intake Supervisor to lead a six-person intake team onsite, with flexibility for remote coverage. The role centers on improving intake efficiency, client experience, and case conversion through strategic leadership and data-driven decisions.

The position emphasizes two-tier intake processes, coaching, and cross-functional collaboration with Case Management to ensure timely case evaluation and smooth handoffs,

Qualifications

• 5+ years in intake, call center ops, or high-volume environments with team leadership experience.
• Strong analytical ability to translate data into action.
• Excellent written and verbal communication for coaching and leadership.
• Familiarity with call management software and CRMs; ability to learn new systems.

Responsibilities

• Lead a six-person intake team, onsite and remote, driving accountability and continuous improvement.
• Oversee transition to a two-tier intake process (Intake 1 and Intake 2) and ensure smooth handoffs to Case Management.
• Establish performance expectations, conduct call audits, and provide coaching to raise quality and results.
• Monitor call volume, conversion rates, and other metrics to forecast staffing needs and drive efficiency.
• Prioritize cases and coordinate escalation based on urgency and operational needs.

Skills

Intake leadership

Data analysis

Communication

CRM systems

Call center ops

Team coaching

Tools

Lead Docket

Filevine

VXT

Job description

Crisp Recruit supports a Texas-based personal injury law firm in Houston by hiring an Intake Supervisor to lead a six-person intake team onsite, with flexibility for remote coverage. The role centers on improving intake efficiency, client experience, and case conversion through strategic leadership and data-driven decisions.

The position emphasizes two-tier intake processes, coaching, and cross-functional collaboration with Case Management to ensure timely case evaluation and smooth handoffs,