Sales Manager

Inside Sales Manager

Who We Are

We are a premier, rapidly expanding personal injury law firm with a national presence. Our practice is built on a foundation of representing accident victims with genuine kindness, empathy, and respect. We are deeply committed to our clients' well-being and are relentlessly driven to achieve the best possible outcomes for those who seek our help.

Our regional branch is currently seeking an experienced Inside Sales Manager to lead our Intake Team.

About the Role

The Inside Sales Manager plays a critical leadership role within our client intake department. You will oversee day-to-day operations, ensuring every prospective client receives a prompt, compassionate, and professional experience from their initial contact through the signing process.

The ideal candidate is an organized, people-focused leader with:

• Proven experience managing call center or intake environments.
• A strong grasp of performance metrics and data-driven decision-making.
• A genuine passion for holding teams accountable while actively supporting their professional growth.

In this role, the Inside Sales Manager will report directly to the Director of Marketing.

Responsibilities:

• Oversee daily intake team operations and outcomes, including scheduling, coverage, workflow management, and conversion strategy
• Monitor and report on key performance indicators such as contact rate, conversion rate, and sign-up volume
• Hold individual intake agents accountable to performance standards through regular one-on-ones, coaching conversations, and performance improvement plans when necessary
• Partner with the Intake Technical Expert to identify skill gaps and coordinate training initiatives
• Conduct regular call audits to ensure quality, compliance, and adherence to intake protocols
• Maintain and refine intake department SOPs in collaboration with firm leadership
• Coordinate with attorneys and case managers to ensure smooth client handoff post-sign
• Maintain accountability for CRM data integrity and system usage compliance across the intake team, partnering with the Intake Technical Expert to identify inefficiencies, resolve errors, and drive adoption of tools and updates.
• Prepare and present monthly departmental reports to leadership, highlighting trends, wins, and areas for improvement
• Lead hiring and onboarding for the intake team, including identifying staffing needs, interviewing, and ramping new agents to performance standards

Qualifications:

• 3 years of experience in a call center, intake, or client-facing team lead or management role (required)
• Sound judgment and decision-making ability in fast-paced, client-facing environments, particularly when navigating sensitive or ambiguous situations (required)
• Demonstrated ability to manage KPIs and hold a team accountable to measurable outcomes (required)
• Strong organizational and scheduling skills with experience managing shift-based teams (required)
• Empathetic communicator with conflict resolution and de-escalation skills, who leads by example and understands the sensitivity of working with injured clients
• Comfortable giving direct feedback while maintaining a supportive team culture
• Experience in a personal injury or legal intake environment (preferred)
• Familiarity managing a CRM or case management system (preferred)
• Experience hiring, onboarding, and developing frontline team members (required)
• Bachelor's degree or higher (preferred)

Compensation:

• $80,000 – $95,000 a year (based on experience)
• In addition to a competitive base salary, this role is eligible for annual performance-based incentives of up to $15,000.
• Health, Dental, and Vision care up to 100% employer paid (Buy up options available)
• Employee Assistance Program
• 3 Weeks PTO in your first year, Uncapped PTO in year 3
• 401(k) matching up to 4% (after 1 year)
• 50% Paid ORCA transit card