What are the responsibilities and job description for the Legal Intake Manager position at Law Office of Bryan Fagan?
About the Law Firm of Bryan Fagan:
Position Overview:
We are seeking a proactive, detail-oriented Intake Manager to lead and oversee our team of intake specialists and receptionists across all firm locations. This individual will play a critical role in ensuring high-quality client intake processes, consistent follow-through on scheduled consultations, and top-tier call performance. The Intake Manager will also be responsible for maintaining accurate internal tracking of consultations and supporting team training and development to maximize client engagement and retention.
Key Responsibilities:
Team Oversight & Management:
Supervise and support all intake specialists and receptionists across all firm locations.
Ensure proper staffing, training, and accountability for client-facing communication teams.
Monitor individual and team performance against established quotas and expectations.
Consultation & Scheduling Management:
Oversee the daily consult calendar and monitor scheduled consultations to ensure appointments are being completed.
Assign consultations to the appropriate Sales Ambassador and ensure follow-up procedures are completed accurately.
Monitor cancellations and reschedules; ensure they are handled promptly and appropriately.
Track and ensure all “show-up” consultations are recorded in the internal stat sheet.
Follow up with receptionists on any missing data to maintain complete and accurate reporting.
Call Quality & Performance Monitoring:
Monitor daily call quotas for all intake specialists and receptionists.
Identify underperforming individuals and coordinate targeted training or support.
Regularly review call recordings to assess quality, tone, professionalism, and adherence to firm scripts and standards.
Schedule and lead team call review sessions to improve communication techniques and increase consult show-up rates.
Reporting & Communication:
Provide regular updates to leadership on performance metrics, trends, and areas for improvement.
Maintain and share accurate consult and call tracking statistics for internal reporting and decision-making.
Collaborate with the training department (if applicable) or create coaching plans for team improvement.
Enjoy Your Rewards!
- Paid Time Off!
- Affordable Medical, Dental, and Vision plans.
- Short/Long Term Disability Life Insurance and Voluntary Term Life Insurance.
- An outstanding 401K (match up to 5%!)
- Great opportunities for advancement.
- Business casual dress code.
- Highly collaborative work environment.
Job Requirements:
4 years of leadership experience, hiring, training and developing employees, in a highly customer focused industry.
2 years of intake experience in similar industry, legal field preferred.
Proven technical skills, proficient skills with MS Office and or Google Suite and knowledge of CRMs, HubSpot preferred.
Office Environment:
- On Site, Monday to Friday
Equal Opportunity Statement:
We recognize that diverse experiences, perspectives and backgrounds enable us to be an even stronger company and workplace. Not only will you be welcome here, your unique thoughts and opinions will be encouraged, celebrated and deeply valued.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Life insurance
- Opportunities for advancement
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Weekends as needed
Application Question(s):
- Describe your Intake experience in the legal, financial, or similar industry.
- Tell us about your experience leading a team of hourly employees. How many years of experience?
- How many employees have you led at one time? What were their roles?
- What is your desired salary range?
Ability to Relocate:
- Houston, TX 77068: Relocate before starting work (Required)
Work Location: In person
