What are the responsibilities and job description for the Intake Supervisor position at Goldblatt Singer?
Intake Supervisor
The Intake Supervisor plays a critical role in leading our intake team and ensuring seamless, professional client experience. This position is responsible for shaping the firm’s first impression, optimizing intake processes, and guiding staff to deliver efficient, empathetic, and high-quality service to potential clients. The supervisor will provide hands-on coaching and performance feedback, oversee compliance with firm policies and legal standards, and handle escalated client inquiries with professionalism and care. In addition, the role requires close collaboration with attorneys and case managers to streamline case transitions, monitor intake metrics, and implement process improvements that drive efficiency and case conversion.
Responsibilities:
- Supervise and mentor intake specialists, providing training, coaching, and performance feedback.
- Oversee incoming calls, emails, and online inquiries to ensure efficient handling and timely responses.
- Ensure compliance with firm policies, intake procedures, and legal standards.
- Handle escalated client calls and inquiries with professionalism and empathy.
- Conduct quality assurance reviews of calls and intake forms; provide immediate feedback to staff.
- Collaborate with attorneys and case managers to ensure seamless case transitions.
- Monitor intake metrics, generate reports, and implement improvements to enhance efficiency and case conversion rates.
- Manage schedules to guarantee proper coverage and staffing.
- Conduct one-on-ones and scorecard reviews with staff on a regular basis.
Qualifications:
- Minimum of 3 years of experience in a call center supervisor, intake manager, or client services lead role (legal environment preferred).
- Strong leadership and team management skills with proven ability to train and motivate staff.
- Excellent verbal and written communication skills with a client-focused approach.
- Experience with CRM systems, call center software, and case management platforms (Litify experience a plus).
- Ability to thrive in a fast-paced, high-pressure environment with strong attention to detail.
- Experience in personal injury law or a related legal field preferred.
- Bilingual in Spanish a plus.