TopDog Law is seeking a hands-on, motivated, and strategic Legal Intake Supervisor to oversee and lead the daily operations of our legal call center and intake team. This role involves managing a team of legal intake specialists, ensuring high performance in client acquisition, and maintaining the highest standards of professionalism and efficiency. The Legal Intake Supervisor will be responsible for driving team performance, optimizing operational processes, and collaborating closely with the operations departments to achieve business growth. Responsibilities: Leadership & Team Management: • Oversee and lead a team of 8-10 intake specialists, providing guidance, mentorship, and direction. • Foster a positive and collaborative team environment to ensure effective communication and cooperation. • Conduct regular team meetings to focus on goals, performance, and improvement strategies. • Manage personnel needs, including scheduling, workload distribution, and PTO requests. Performance & Quality Management: • Monitor and analyze key performance indicators (KPIs) related to call performance, lead referrals, and team productivity. • Implement performance improvement plans as necessary and conduct regular performance evaluations. • Ensure compliance with legal and ethical guidelines, maintaining high standards in call handling and lead referral processes. • Regularly monitor calls for quality assurance, ensuring accuracy, professionalism, and adherence to organizational standards. Operational Efficiency & Process Improvement: • Manage the efficient and accurate referral of leads to partner law firms, ensuring seamless collaboration and communication. • Continuously assess and improve call operations processes and procedures to enhance efficiency, reduce call handling times, and improve client service. Data Analysis & Reporting: • Analyze data related to call performance, lead referrals, and overall team productivity to generate actionable insights. • Prepare and present regular reports on team performance, process efficiency, and client satisfaction for the Intake Director. • Oversee the use and maintenance of call center technology, CRM systems, and other relevant tools, ensuring they are effectively utilized and maintained. Client Relations & Escalation Handling: • Ensure calls are handled with professionalism and empathy, promptly addressing any issues or escalations. • Maintain strong relationships with clients and ensure a high conversion rate from qualified leads into new clients. Qualifications: • Bachelor’s degree in Business Administration, Management, Sales, or a related field is required. • 1-2 years of experience working for a law firm, working in personal injury is a plus. • 2-3 years of experience in call center operations management, preferably within the legal or professional services environment. • Strong leadership and team management skills with a proven ability to motivate and guide a team. • Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and staff. • Strong analytical skills to interpret data, identify trends, and implement solutions. • Proficiency with call center software, CRM systems, and other relevant technologies. Salesforce and Amazon Connect experience a plus. • Ability to handle sensitive and confidential information with discretion. Compensation: $55,000 yearly

• Leadership & Team Management: • Oversee and lead a team of 8-10 intake specialists, providing guidance, mentorship, and direction. • Foster a positive and collaborative team environment to ensure effective communication and cooperation. • Conduct regular team meetings to focus on goals, performance, and improvement strategies. • Manage personnel needs, including scheduling, workload distribution, and PTO requests.Performance & Quality Management: • Monitor and analyze key performance indicators (KPIs) related to call performance, lead referrals, and team productivity. • Implement performance improvement plans as necessary and conduct regular performance evaluations. • Ensure compliance with legal and ethical guidelines, maintaining high standards in call handling and lead referral processes. • Regularly monitor calls for quality assurance, ensuring accuracy, professionalism, and adherence to organizational standards.Operational Efficiency & Process Improvement: • Manage the efficient and accurate referral of leads to partner law firms, ensuring seamless collaboration and communication. • Continuously assess and improve call operations processes and procedures to enhance efficiency, reduce call handling times, and improve client service.Data Analysis & Reporting: • Analyze data related to call performance, lead referrals, and overall team productivity to generate actionable insights. • Prepare and present regular reports on team performance, process efficiency, and client satisfaction for the Intake Director. • Oversee the use and maintenance of call center technology, CRM systems, and other relevant tools, ensuring they are effectively utilized and maintained.Client Relations & Escalation Handling: • Ensure calls are handled with professionalism and empathy, promptly addressing any issues or escalations. • Maintain strong relationships with clients and ensure a high conversion rate from qualified leads into new clients.