Intake Supervisor

crisprecruit; Houston (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

Crisprecruit is recruiting for an Intake Supervisor role in the Houston, TX area. The position oversees a six-person intake department, aligning onsite and remote staff to improve client service and operational efficiency during a growth phase.

The candidate will lead the transition to a two-tier intake model, drive performance metrics, analyze data for forecasting, and coordinate handoffs to Case Management. Excellent communication and leadership are essential.

Qualifications

• Approximately five or more years of intake or high-volume operations experience.
• Experience in personal injury intake preferred.
• Strong ability to interpret data and provide actionable insights.

Responsibilities

• Department Leadership: oversee a six-person intake team, including onsite and remote staff.
• Intake Operations & Process Improvement: guide transition to a two-tier intake structure and optimize handoffs to Case Management.
• Performance Management & Quality Assurance: establish metrics, coach staff, and address underperformance.
• Data Analysis & Forecasting: monitor call volume and conversion to forecast staffing needs.
• Case Evaluation & Prioritization: assess new matters for urgency and escalation needs.
• Staffing & Coverage Management: optimize schedules to ensure responsiveness.

Skills

Leadership

Analytical skills

Communication

Job description

Our client is a Texas-based personal injury law firm dedicated to providing compassionate legal representation and responsive client service. The firm is experiencing significant growth and is focused on strengthening its intake operations to support increasing case volume while maintaining high standards of client care.

As part of its continued development, the firm is restructuring its intake department to improve client conversion, case evaluation, operational efficiency, and coordination between intake and case management. The organization values proactive leadership, accountability, data-driven decision-making, and continuous process improvement.

The Intake Supervisor plays a pivotal role in supporting our client's growing personal injury practice by ensuring efficient intake operations and a high standard of client service. As the firm continues to expand, this position will lead the intake department through operational improvements, process restructuring, and team development to support increasing case volume and evolving business needs. The role will directly influence client experience, case evaluation, team performance, and overall operational efficiency through strategic leadership and data-driven decision-making. This is an in-office position based in the Houston, Texas area, with standard working hours of approximately 9:00 a.m. to 6:00 p.m. The role also requires flexibility to address departmental needs outside regular business hours when necessary.

What you'll do:

• Department Leadership: Take ownership of a six-person intake department, including employees working both onsite and remotely. Lead weekly team meetings, establish clear expectations, delegate responsibilities effectively, and foster a culture of accountability, collaboration, and continuous improvement.
• Intake Operations & Process Improvement: Lead the department's transition toward a two-tier intake structure, overseeing both initial client contact and conversion (Intake 1) and post-signing case processing, liability clearance, claim opening, initial client communication, and handoffs to Case Management (Intake 2). Identify workflow inefficiencies, improve coordination, and ensure cases progress accurately and efficiently through each stage.
• Performance Management & Quality Assurance: Establish clear performance expectations, conduct regular call audits, provide constructive coaching and training, address recurring errors or underperformance, and reinforce successful intake practices to improve team consistency and results.
• Data Analysis & Forecasting: Monitor call volume, conversion rates, and operational performance metrics to identify trends, forecast staffing needs, evaluate time-of-day demand, and implement data-driven improvements to departmental efficiency and client conversion.
• Case Evaluation & Prioritization: Evaluate incoming and newly signed cases to identify matters requiring urgent attention, additional review, or expedited handling. Apply sound judgment when prioritizing cases and coordinating timely escalation based on incident details, case circumstances, and operational needs.
• Staffing & Coverage Management: Oversee employee schedules, workload distribution, and staffing coverage throughout the day. Analyze call volume patterns, identify coverage gaps, and adjust schedules or assignments to maintain responsiveness and operational efficiency.

What we're looking for:

• Relevant Experience: Approximately five or more years of experience in intake, call center operations, or a comparable high-volume environment, with demonstrated success in team leadership and performance management. Experience in personal injury intake is preferred, but candidates from insurance claims, emergency dispatch, healthcare intake, sales management, or similar operational backgrounds are encouraged to apply.
• Analytical Skills: Strong ability to interpret data and implement strategies based on operational insights.
• Communication Skills: Excellent written and verbal communication skills, with the ability to lead team discussions, provide constructive feedback, handle difficult conversations, and communicate