Intake Operations Manager - High-Volume Law Firm

Farah-; Jacksonville (FL); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

401(k) with matching contributions

Comprehensive health, dental, and view

Job summary

Farah & Farah, a leading personal injury law firm serving Florida and Georgia, seeks an Intake Department Manager to lead a high-volume intake team with a people-first leadership style. You will guide structure, accountability, and momentum while ensuring exceptional client service.

The ideal candidate will have rich experience managing large teams, implementing SOPs, and driving continuous improvement in a fast-paced environment.

Qualifications

• 5+ years of management experience in a call center, intake department, or law firm.
• Demonstrated experience managing a large-scale team of 85+ employees, or comparable high-volume operations.
• Proven experience developing, implementing, and maintaining standard operating procedures, policies, workflows, and quality-control procedures.
• Strong understanding of legal intake, client screening, lead qualification, and compliance-sensitive communications.
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate metrics into actionable business decisions.

Responsibilities

• Own the day-today operations and overall performance of the Intake Department.
• Lead, manage, coach, and motivate Intake team members.
• Establish clear expectations, performance standards, goals, and accountability measures.
• Analyze, track, and report on key department metrics and KPIs, using data to identify trends, measure performance, and drive continuous improvement.
• Partner closely with Human Resources to identify hiring needs, develop recruitment strategies, participate in interviews, and help select candidates who align with the department’s goals and culture.
• Build and maintain a culture of urgency, accountability, positivity, professionalism, teamwork, and exceptional client service.
• Inspire team members to perform at their best while recognizing achievements and creating opportunities for growth.
• Serve as the primary point of contact for intake-related issues and client concerns.
• Ensure all staff strictly adhere to privacy laws, HIPAA regulations, security protocols, and legal ethics rules regarding non-attorney legal advice.
• Build strong relationships across departments, including Attorneys, Management, and Staff to ensure effective outcomes.
• Assist with special projects and additional duties as assigned.

Skills

Leadership

People management

Communication

Data analysis

Tools

CRM software

Workforce management

Job description

Farah & Farah, a leading personal injury law firm serving Florida and Georgia, seeks an Intake Department Manager to lead a high-volume intake team with a people-first leadership style. You will guide structure, accountability, and momentum while ensuring exceptional client service.

The ideal candidate will have rich experience managing large teams, implementing SOPs, and driving continuous improvement in a fast-paced environment.