Purpose of Position:

The Client Intake Manager is responsible for the daily operations of the Client Intake Team and ensuring that the Intake Specialists have all the support and tools they need to help clients through the intake process to achieve the expected client retention goals. The Manager is responsible for ensuring Intake Team members are performing optimally through incorporating best practices.

Responsibilities will include but are not limited to:

• Managing a team of 10+ individuals, which includes daily huddles and weekly Level 10 Department Meetings, keeping the team on track, helping where needed, conducting coaching sessions when needed as well as 90-day reviews and yearly performance reviews.
• Working with senior management to solve problems and develop new ideas as the firm grows.
• Review Intake calls and ensures appropriate feedback to the Intake Specialist.
• Closely monitoring performance metrics and analyzes data to develop, recommend, and implement approved performance & operational improvement recommendations.
• Conducts research on best practices and provides support to the Intake Team.
• Providing assistance in developing data collection tools and formulation of quality/performance metrics.
• Conducts data analysis and audit reviews to support continuous improvement goals.
• Performs additional duties and responsibilities deemed necessary by management.

Qualification Requirements

• Ten or more years management/sales experience. Prior experience in a legal client intake or call-center environment preferred.
• 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 oral and written communication skills
• Excellent organizational and time management skills
• Problem solving skills and ability to multi-task
• Bachelor's degree in Business or a diectgly related field is desirable.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Memphis, TN 38132: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you available to work a Monday through Friday, 8:00 am to 5:00 pm schedule?
• How many direct reports have you previously managed?
• What do you believe are your greatest attributes as a manager/leader?
• What is your minimum salary expectation?

Experience:

• Leadership: 5 years (Preferred)

Work Location: One location

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