Personal Injury Intake Manager

About Us: The Law Offices of Omar Khawaja is a leading personal injury law firm dedicated to advocating for clients who have been wrongfully injured. Our team of experienced attorneys is committed to providing exceptional legal representation and achieving justice for those who have suffered due to others’ negligence.

Position Overview: We are seeking a highly analytical and results-driven Intake Manager to lead and optimize our intake department. This role is responsible for managing the full intake pipeline from initial lead contact through case retention using data, metrics, and performance tracking to maximize conversion rates and revenue. The ideal candidate is not just a team leader, but a systems thinker who understands how to measure performance, identify inefficiencies, and continuously improve intake operations

Responsibilities:

- Performance & Metrics Management-Track and analyze key intake KPIs, including:

·        Lead-to-sign conversion rate

·        Speed-to-lead / response time

·        Contact rate

·        Follow-up compliance

·        Develop and maintain dashboards (Excel, CRM, or BI tools) to monitor team performance

·        Identify trends, gaps, and opportunities for improvement using data

- Intake Team Leadership

·        Manage, train, and coach intake specialists to improve performance

·        Conduct regular performance reviews based on metrics and call quality

·        Set weekly and monthly KPIs for the team

·        Hold team members accountable to performance standards

 -Conversion Optimization

·        Improve lead-to-retained case conversion through:

·        Call script refinement

·        Call handling coaching

·        Follow-up strategies (calls, texts, emails)

·        Review recorded calls and provide actionable feedback

·        Implement best practices to increase retention rates

-Speed-to-Lead & Follow-Up Systems

·        Ensure rapid response to all incoming leads (goal: under 5 minutes)

·        Build and enforce structured follow-up processes

·        Monitor missed calls, uncontacted leads, and response delays

-Lead Quality & Case Alignment

·        Ensure intake is properly qualifying cases based on firm criteria

·        Track attorney acceptance rates and alignment with intake decisions

·        Collaborate with attorneys and litigation team to improve case quality

-Reporting & Revenue Impact-Provide regular reports on:

·        Intake performance

·        Conversion trends

·        Lost leads and reasons

·        Lead source performance

·        Analyze revenue impact of intake performance and identify lost opportunity

·        Partner with marketing to evaluate lead source ROI and quality

-Hiring & Team Development

·        Assist with recruiting, interviewing, and onboarding new intake specialists

·        Create structured onboarding and training programs

·        Develop SOPs and internal intake playbooks

·        Conduct role play training for objection handling and call flow improvement

-Compliance & Legal Awareness

·        Ensure intake processes comply with legal advertising and solicitation rules

·        Maintain confidentiality and ethical handling of client information

·        Understand contingency fee case screening standards

·        Familiarity with Texas PI case types and liability factors

Qualifications:

·        3 years of experience in personal injury intake management

·        Strong understanding of KPI tracking and performance metrics

·        Experience using CRM systems, NEOS and reporting tools (e.g., Excel, Power BI, or similar)

·        Proven track record of improving conversion rates and team performance

·        Excellent leadership, coaching, and strong communication skills

·        Ability to analyze data and translate insights into action

·        Familiarity with call tracking and call review systems

·        Bilingual in Spanish, Arabic, Urdu, Pashto and/or Dari is a PLUS.

·        Must be available to work flexible hours, including evenings and occasional weekends

·        Ability to adjust schedule based on call volume, campaign launches, or firm needs

·        Willingness to be available for after-hours oversight or urgent escalations when necessary

·        Ensures intake coverage aligns with peak lead times to maximize conversion opportunities

Benefits:

• Medical, Vision, and Dental insurance
• Paid time off
• 401K
• Paid Holidays
• Life Insurance