What are the responsibilities and job description for the Director, Intake position at Broughton Partners?
The Director of Intake oversees legal qualification operations within the contact center, ensuring efficient and effective management of inbound leads (potential claimants). This role will collaborate closely with marketing on tort efficiency and capacity planning, and with technical support on dialer health related to connection rates.
The ideal candidate possesses strong leadership skills, exceptional communication abilities, and a keen eye for detail. This role is crucial in maintaining a high standard of service and operational excellence.
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Essential Functions / Duties Performed Regularly: |
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Work closely with the executive team to curate and execute strategic goals to ensure intake capacity is never the limiting factor constraining our growth. |
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Work closely with tech and product teams to make the user experience (for agents) of surveying a claimant more intuitive and less stressful, for example, the implementation of pre-qualification and AI voice into our process to reduce agent transcribing. |
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Work with tech and product teams to finalize designs for the claimant portal in 2027 that will roll out in phases to make the claimant journey more transparent and reduce claimant process fatigue during what can be a lengthy legal process. |
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Serve as the primary escalation point and strategic lead for the intake department, driving continuous improvement through the leadership of Pod Managers. |
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Spearhead strategic initiatives aimed at streamlining the intake lifecycle and hitting aggressive month-over-month performance targets. |
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Oversee the end-to-end recruitment and onboarding lifecycle for all intake personnel, ensuring consistent delivery of training modules and policy education. This includes finding creative ways to recruit Spanish-speaking agents and optimizing our shift differential & bonus plans with HR to recruit people for the specific days and times we need them. |
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Curate and optimize the digital training platform, streamlining the delivery of educational content to ensure a centralized, "single source of truth" for the entire team. |
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Standardize departmental excellence through the creation and maintenance of a comprehensive SOP library, empowering Pod Managers to execute high-quality, consistent intake operations. |
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Serve as the Intake Department’s strategic liaison for cross-functional growth projects, ensuring that new business initiatives are supported by robust, scalable intake workflows. |
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Enforce strict adherence to payroll deadlines, implementing audit checkpoints to ensure all team bonuses and timecards are validated and submitted within established corporate timeframes. |
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Hold Pod Managers accountable for effectively managing their teams, utilizing real-time data to identify and resolve bottlenecks in lead processing and claimant outreach. |
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Direct departmental capacity planning and workforce scheduling to ensure optimal coverage across all pods, aligning staff availability with fluctuating lead arrival patterns to maximize conversion opportunities. |
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Other duties as assigned. |
Qualifications:
Minimum Position Requirements:
Education: A bachelor’s degree in business, economics, or a related field, or an equivalent combination of education and work experience is required.
Work Experience: 5 years of experience in managing call center operations or managing operations in an intake environment is required. 4 years of people management experience is required.
Licenses or Certification: N/A
Skills Required:
- Strong verbal and written communication skills
- Strong active listening skills
- Highly organized with the ability to manage multiple tasks simultaneously
- Comfortable having conversations on difficult subjects
- Ability to maintain confidentiality when handling sensitive information
- Technical adaptability
- Strong interpersonal skills
- Ability to translate complex strategic visions into clear, actionable items for management and individual contributors
- Ability to lead teams through organizational transitions with resilience, transparency, and a focus on maintaining high morale