What are the responsibilities and job description for the Intake Manager position at The Law Office of Bryan Fagan?
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.
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.
- 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
