Intake Operations Lead - High-Volume Law Firm

Farah & Farah Personal Injury Lawyers; Jacksonville (FL); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

401(k) with matching

Health, dental, vision insurance

Life insurance & disability

Paid time off

Job summary

Farah & Farah Personal Injury Lawyers is seeking an Intake Department Manager to lead a high-volume intake team and optimize operations across Florida and Georgia. The role focuses on coaching, process standardization, and data-driven decision making to improve client experience and efficiency.

The ideal candidate will balance priorities in a fast-paced law-firm setting, ensure compliance with privacy and ethics, and collaborate across departments to drive results and client satisfaction.

Qualifications

• 5+ years of management experience in a call center, intake department, or law firm.
• Experience managing a large-scale team of 85+ employees or similar high-volume operations.
• Proven ability to develop and implement SOPs, policies, workflows, and QA processes.
• Strong understanding of legal intake, client screening, lead qualification, and compliance communications.
• Ability to interpret data, identify trends, and translate metrics into action.

Responsibilities

• Own day-to-day operations and overall performance of the Intake Department.
• Lead, coach, and motivate Intake team members.
• Set clear expectations, standards, goals, and accountability measures.
• Analyze, track, and report KPIs to drive continuous improvement.
• Partner with HR to identify hiring needs and participate in interviews.
• Build a culture of urgency, accountability, professionalism, and client service.
• Inspire the team to perform at their best and create growth opportunities.
• Serve as the primary contact for intake-related issues and client concerns.
• Ensure staff adhere to privacy laws, HIPAA, security, and ethics rules.
• Collaborate with Attorneys, Management, and Staff to achieve outcomes.

Skills

People leadership

Team motivation

Analytical thinking

Communication

Decision making

Tools

CRM software

Reporting tools

Workforce management (WFM)

Call-center software

Job description

Farah & Farah Personal Injury Lawyers is seeking an Intake Department Manager to lead a high-volume intake team and optimize operations across Florida and Georgia. The role focuses on coaching, process standardization, and data-driven decision making to improve client experience and efficiency.

The ideal candidate will balance priorities in a fast-paced law-firm setting, ensure compliance with privacy and ethics, and collaborate across departments to drive results and client satisfaction.