Legal Intake Manager
Skills
TrainingContact CentersContextCustomer Relationship ManagementDocumentationIT EscalationIT Service Management
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3 to 5 years of experience in legal intake case management paralegal work legal operations or call center management in a legal environment
- Deep familiarity with the intake process at a law firm including how leads are qualified prioritized and handed off to attorneys
- Comfortable handling live inbound calls and running intake conversations with people who may be in distress or in urgent situations
- Strong process documentation skills with ability to turn a messy workflow into a clean repeatable system
- Experience working across multiple practice areas or client accounts simultaneously
- Comfortable working independently in a remote environment with minimal oversight
- Strong written and verbal communication skills with high attention to detail
Nice to have
- Process oriented
- Detail focused
- Independent worker
- Adaptable
- Calm under pressure
Day to day
- Design, document, and implement intake workflows for law firm clients covering inbound call handling lead qualification and handoff to the client's legal team
- Handle overflow inbound calls during the pilot phase and run intake conversations with potential clients on behalf of law firms
- Develop intake scripts qualification criteria and escalation protocols tailored to each client's practice area and intake standards
- Build quality assurance processes track performance metrics and partner with the AI Enablement Specialist to improve voice and automation support