Intake Manager Position Available In Shelby, Tennessee

Intake Manager Reaves Law Firm – 2.7

Memphis, TN Job Details Full-time Estimated:

$63.8K – $80.8K a year 1 day ago Benefits Paid holidays Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Opportunities for advancement Qualifications Bilingual Management Sales Sales management Call center Intake Microsoft Office Analysis skills Conversion optimization Computer skills Senior level Leadership Communication skills Full Job Description Position Summary We are a fast-growing, high-impact personal injury law firm seeking an experienced Intake Manager to lead our front-line client engagement team. As the first point of contact for potential clients, the Intake Department plays a critical role in our mission to serve those who have been injured and are seeking justice. The Intake Manager will be responsible for overseeing a team of intake specialists, optimizing intake systems and processes, and ensuring that every qualified lead is captured, nurtured, and converted efficiently and compassionately. This is a leadership role for someone who thrives on people management, process improvement, and delivering exceptional client experiences. Roles & Responsibilities (EOS Accountability Chart)

Key Roles:

Team Leadership & Coaching:

Lead, mentor, and develop a high-performing intake team of 10+ employees. Conduct regular L10 meetings, feedback sessions, and performance reviews.

Process Optimization:

Review Intake calls and ensures appropriate feedback to the Intake Specialist regarding intake workflows, scripts, call handling, lead tracking, and CRM usage.

Lead Management:

Ensure prompt follow-up on all inbound leads from phone, web, referral, and chat sources.

Quality Assurance:

Monitor calls and case evaluations for quality, empathy, compliance, and accuracy.

Reporting & Metrics:

Track conversion rates, call response times, team productivity, and other KPIs. Present regular reports to leadership.

Collaboration:

Work closely with marketing, attorneys, and case managers to align intake efforts with firm goals. Scorecard (Success Metrics)

Lead Response Time:

100% of inbound leads contacted within 15 minutes

Conversion Rate:

70-80%+ conversion of qualified leads to signed cases

Team Productivity:

Average of 5+ new qualified intakes per team member per day

Quality Compliance:

95%+ call monitoring score on empathy, professionalism, and script adherence

Employee Retention:

90%+ team retention over 12 months

Reporting Accuracy:

Weekly reports delivered on time with 100% data integrity Ideal Candidate Criteria (EOS – Right People, Right Seat)

Core Values Match:

? Empathy First — every caller deserves care and respect ? Results Matter — we track it, we own it ? Be Proactive — solve problems before they happen ? Team Over Ego — we rise together ? Honor the Mission — serve injured people with excellence and integrity GWC (Gets it, Wants it, Capacity to do it): Gets it: Understands the urgency, sensitivity, and strategy behind successful intake operations Wants it: Desires to lead a fast-paced, purpose-driven team with high standards and big goals

Capacity:

Proven leadership experience, tech-savvy, and thrives under performance metrics Qualifications 5+ years of experience in a legal intake, call center, or client services leadership role (personal injury or high-volume firm preferred) Ten or more years sales management experience preferred. Must be proficient in analyzing operational metrics to develop and implement strategic organizational and individual performance improvements. Ability to work in a fast-paced deadline-driven environment to achieve departmental and personal professional goals Strong knowledge of intake CRMs (e.g. Lead Docket, Filevine, or similar) and advance level computer skills (Microsoft suite) Excellent written and verbal communication skills Highly organized with strong analytical and problem-solving abilities Bilingual a plus Compensation & Benefits Competitive salary plus performance-based incentives Medical, dental, vision insurance 401(k) with employer match Paid time off + holidays Opportunities for advancement in a firm that values leadership and purpose How to Apply If you’re ready to lead a team that serves clients at their most vulnerable—and you’re passionate about turning first impressions into lasting client relationships—we’d love to connect. Please submit your resume and a short cover letter outlining your leadership experience and vision for intake excellence.