Legal Intake Director

GOLDLAW - Personal Injury Lawyers; West Palm Beach (FL); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Health, Dental, and Vision

401(k) Retirement plan with employer match

15 days of Paid Time Off

Employee Assistance Program (EAP)

15 days paid time off

10 paid holidays

Short-term disability

Long-term disability

Employee Assistance Program (EAP)

Job summary

A prominent law firm in West Palm Beach, Florida, is looking for a Legal Intake Director to lead the Intake team. The ideal candidate will have 5-7 years of call center management experience in the legal industry and strong leadership skills. Competitive salary and comprehensive benefits including health insurance and 401(k) plan offered. This is an in-person position with no remote work available.

Qualifications

• 5–7 years of experience in call center operations management in the legal industry.
• Strong leadership and team management skills.
• Experience in a Personal Injury Law Firm.
• Strong analytical skills to interpret data and drive improvements.
• Experience in personal injury law firm setting preferred.

Responsibilities

• Manage daily operations of the Intake team.
• Motivate the team and drive performance.
• Collaborate with Marketing for lead generation.
• Collaborate with Marketing on lead generation and conversions.
• Develop KPIs and monitor call performance for efficiency.
• Ensure compliance with legal regulations and firm policies.
• Supervise use of FILEVINE, CRM, and Lead Docket software.

Skills

Leadership

Analytical skills

Problem-solving

Sales management

Project management

Sales management

Discretion

Education

Bachelor's Degree in Business Administration or related field

Tools

FILEVINE

CRM

Lead Docket

Job description

Legal Intake Director – Goldlaw

Join to apply for the Legal Intake Director role at GOLDLAW – Personal Injury Lawyers

GOLDLAW is a Personal Injury law firm that believes in the happiness, health, and engagement of our employees, directly contributing to the customer service of our clients. It has topped the South Florida Sun‑Sentinel’s top workplaces survey for three consecutive years. We provide exceptional legal services and achieve favorable outcomes for our clients. Our commitment is to prioritize our employees while we work diligently to grow the organization and enjoy life, given our benefit plans and competitive compensation.

Position Summary

GOLDLAW is seeking a dynamic Intake Director to lead and manage the daily operations of our growing team of Intake professionals. This individual will be responsible for motivating the team, holding them accountable, and driving performance through strong leadership and a results‑oriented approach. The role involves strategic planning, execution of key sales initiatives, and close collaboration with the Marketing department to ensure alignment between lead generation and conversion efforts. The ideal candidate is highly motivated, goal‑driven, and brings a proven track record in sales leadership, team development, and relationship management.

THIS POSITION IS IN‑PERSON ONLY. NO REMOTE WORK IS AVAILABLE.

Duties & Responsibilities

• Determine operational strategies by evaluating department results and objectives.
• Manage and meet financial targets by estimating performance requirements and preparing drafts of annual budgets.
• Lead and oversee leads, receive calls with the team, and guide the Intake Team to achieve client acquisition targets and business growth while delivering excellent client service.
• Supervise and mentor five professionals, including hiring, training, coaching, scheduling, and conducting performance evaluations.
• Collaborate with the Marketing team on projects and events as part of the service role.
• Work with operations management to oversee, assess, and obtain daily call reports to ensure efficiency and adherence to legal industry standards and firm protocol.
• Develop and implement performance metrics and KPIs to track team productivity linked to client satisfaction.
• Regularly review and analyze call performance data to identify areas for improvement.
• Ensure calls are handled with professionalism and empathy, addressing any issues or escalations promptly.
• Continuously assess and improve the call operations process and procedures to enhance efficiency, reduce call handling times, and improve client service.
• Report and prepare regular reports on call center intake processes and procedures to enhance efficiency, reduce call handling times, and improve service.
• Ensure legal call intake compliance with legal regulations, firm policies, and industry best practices.
• Technically oversee and monitor the use of all software involved with legal intake, including FILEVINE, CRM, and Lead Docket.

Core Leadership Experience

• Hands‑on leadership skills to motivate and manage a team of Legal Intake Sales Professionals.
• Strong communication abilities to write and speak effectively to interact with clients and professional staff.
• Strong analytical skills to interpret data, identify trends, and implement solutions.
• Proactive problem‑solving capacity to resolve potential issues and improve processes.
• Project management skills to prioritize tasks and responsibilities.
• Sales management expertise to convert leads into clients that we serve.
• Ability to manage and handle sensitive and confidential information with discretion.

Compensation & Benefits

• Competitive Salary based on experience.
• Health, Dental, and Vision.
• 401(k) Retirement plan with employer match.
• 15 days of Paid Time Off and 10 Paid Holidays.
• Short‑Term and Long‑Term Disability.
• Employee Assistance Program (EAP).

Qualifications

• Bachelor's Degree in Business Administration, Management, Sales, or relevant field is required.
• Minimum of 5–7 years of experience in call center operations management within the legal industry.
• Strong leadership and team management skills with the ability to motivate and guide a team.
• Strong analytical skills to interpret data and make informed decisions.
• Personal Injury Law Firm experience required.

WORK ENVIRONMENT: This role operates in a professional office setting and requires occasional field work with the public at events. Standard office equipment is used; physical competence is required.

PHYSICAL DEMANDS: The role involves office tasks; physical demands are limited.

GOLDLAW is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.