Intake Team Lead

Intake Team Lead

J&Y Law is seeking an experienced, results-driven Intake Team Lead to oversee and support our growing Intake Department. This leadership role is responsible for coaching, developing, and managing Intake Specialists while ensuring exceptional client service and strong conversion performance.

The ideal candidate is a motivated leader with a proven track record in legal intake, call center management, or client intake operations. This individual must be highly organized, data-driven, and capable of leading a remote team while maintaining accountability and performance standards.

Responsibilities

• Lead, coach, and develop a team of Intake Specialists.
• Monitor daily call performance, conversion rates, and intake metrics.
• Conduct regular quality assurance reviews and provide constructive feedback.
• Assist with onboarding and training new team members.
• Ensure compliance with firm policies, procedures, and client service standards.
• Monitor schedules, attendance, and team coverage.
• Identify workflow improvements and implement best practices.
• Collaborate with attorneys, management, and department leaders to optimize intake operations.
• Handle escalated client concerns and assist with complex intake matters.
• Prepare and present performance reports and departmental updates.

Qualifications

• Minimum 3 years of experience in legal intake, call center leadership, or team management.
• Personal injury law experience preferred.
• Prior supervisory or leadership experience required.
• Strong communication and coaching skills.
• Experience managing KPIs and performance metrics.
• Proficiency with CRM systems, Microsoft Office, Teams, and other technology platforms.
• Ability to effectively lead and motivate a remote team.
• Strong organizational and problem-solving skills.

Key Performance Indicators (KPIs)

• Team conversion rates
• Lead response times
• Client satisfaction
• Quality assurance scores
• Attendance and scheduling compliance
• Team productivity and performance metrics

What We Offer

• Fully Remote Position
• Competitive Compensation
• Health, Dental, and Vision Benefits
• Paid Time Off and Paid Holidays
• Growth and Advancement Opportunities
• Supportive and Collaborative Team Environment

Why Join J&Y Law?

At J&Y Law, we are committed to delivering exceptional client service while fostering a culture built on:

• Client Service
• Quality Work Product
• Continuous Improvement
• Teamwork
• Respect
• Loyalty

If you are a passionate leader who thrives in a fast-paced environment and enjoys helping teams succeed, we encourage you to apply.

Job Type: Full-Time