Bilingual Jr. Intake Manager

We are seeking a motivated and detail-oriented Jr. Intake Manager to support the daily operations of our intake department in our Phoenix office. This role will assist with supervising intake team members, monitoring performance, ensuring timely follow-up with potential clients, and maintaining high standards of client service.

The ideal candidate has experience managing a team, is organized, proactive, and comfortable working in a fast-paced personal injury law firm environment.

Responsibilities

• Assist with overseeing daily intake operations and ensuring leads are handled promptly and professionally.
• Monitor team performance, productivity, response times, and lead conversion rates.
• Support training, onboarding, and coaching of intake team members.
• Ensure intake procedures, scripts, and follow-up protocols are consistently followed.
• Monitor incoming leads and calls to ensure no opportunities are missed.
• Help address escalated calls, client concerns, and intake-related issues.
• Track department metrics and prepare performance reports for leadership.
• Coordinate with marketing and other departments to improve lead quality and conversion.
• Identify workflow inefficiencies and recommend process improvements.
• Provide team coverage and assist with scheduling and workload distribution as needed.

Skills

• Bilingual in Spanish is required.
• Previous experience in intake, customer service, sales, or team leadership.
• Experience in a legal intake environment is required, experience in personal injury law is strongly preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to coach team members and hold staff accountable to performance expectations.
• Comfortable working with call management systems, CRM platforms, and reporting tools.
• Ability to multitask, prioritize competing demands, and work in a fast-paced environment.
• Proactive mindset with strong attention to detail and a focus on results.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance