Intake Manager

Connect Search LLC; Houston (TX); On-site; USD 60,000 - 69,000; Full time

Benefits offered by this job

Full-time position

Mon-Fri schedule

Benefits package

Job summary

Connect Search Partners in Houston, TX is seeking an experienced Intake Manager to lead a high-volume intake function for a plaintiff-focused law firm, overseeing every prospective client’s first interaction.

You will supervise a team of intake professionals, conduct coaching sessions, manage performance metrics such as conversion and response times, and spearhead process improvements that elevate client service and firm growth.

Qualifications

• Experience leading intake or contact center teams.
• Proven ability to coach and develop staff.
• Strong understanding of performance metrics and productivity management.

Responsibilities

• Lead, mentor, and develop a team of intake professionals across multiple environments.
• Conduct coaching sessions, performance reviews, and one-on-one meetings.
• Establish performance expectations and hold team members accountable to goals.
• Create and implement performance improvement plans as needed.
• Promote a service-oriented culture focused on continuous improvement.
• Oversee daily intake activities and ensure timely follow-up with prospective clients.
• Monitor lead management processes and maintain service-level expectations.
• Review call quality and intake procedures for consistency and professionalism.
• Identify opportunities to increase efficiency and conversion rates.
• Ensure adherence to firm policies and client service standards.

Skills

Team leadership

Coaching

Performance metrics

Communication

Job description

Intake Manager

Connect Search Partners | Direct Hire Opportunity

Connect Search Partners is partnering with a growing plaintiff-focused law firm to identify an experienced Intake Manager. This leadership role offers the opportunity to oversee a high-volume intake function, lead a team of intake professionals, and drive process improvements that support both client experience and firm growth.

We are seeking a hands-on leader with experience managing intake operations, developing employees, and leveraging performance metrics to improve team results. The ideal candidate is passionate about coaching others, creating accountability, and ensuring prospective clients receive exceptional service from their first interaction with the firm.

Key Responsibilities

Team Leadership & Management

• Lead, mentor, and develop a team of intake professionals across multiple work environments.
• Conduct regular coaching sessions, performance reviews, and one-on-one meetings.
• Establish performance expectations and hold team members accountable to department goals.
• Create and implement performance improvement plans when necessary.
• Promote a positive, service-oriented culture focused on continuous improvement.

Intake Operations

• Oversee daily intake activities and ensure timely follow-up with prospective clients.
• Monitor lead management processes and maintain service-level expectations.
• Review call quality and intake procedures to ensure consistency and professionalism.
• Identify process improvement opportunities to increase efficiency and conversion rates.
• Ensure adherence to firm policies, procedures, and client service standards.

Reporting & Analytics

• Monitor and analyze key performance indicators, including:
  • Conversion rates
  • Lead response times
  • Call quality and activity
  • Follow-up effectiveness
  • Team productivity
• Generate reports and provide recommendations to improve department performance.
• Utilize data to drive decision-making and support strategic initiatives.

Client Experience

• Ensure prospective clients receive prompt, professional, and compassionate service.
• Address escalated inquiries and concerns as needed.
• Maintain a client-first approach while balancing operational objectives.

Qualifications

Required

• Previous experience managing or supervising an intake, customer service, contact center, or client services team.
• Demonstrated success coaching, developing, and motivating employees.
• Experience conducting performance reviews, employee development planning, and accountability initiatives.
• Strong understanding of performance metrics, conversion rates, response times, and productivity management.
• Excellent communication, leadership, and organizational skills.
• Ability to thrive in a fast-paced, results-driven environment.

Preferred

• Experience within a personal injury, legal services, healthcare intake, or other high-volume client intake environment.
• Familiarity with CRM, intake management, or case management software.
• Experience leading both in-office and remote team members.

Compensation & Benefits

• Competitive salary: $60,000 – $69,000
• Performance-based incentive opportunity
• Full-time, direct-hire position
• Monday through Friday schedule
• Business casual professional environment
• Comprehensive benefits package

Why This Opportunity?

This is an opportunity to join a growing organization that values leadership, employee development, and exceptional client service. The Intake Manager will have the ability to make a direct impact on team performance, operational effectiveness, and overall organizational growth.