Senior Manager, Intake
New
E
EvenUpLegal Tech
Location: Remote, across time zonesFull-TimeManager
Salary$129K - $152.5K
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Job Details
- Languages
- English, Spanish
- Experience
- 6+ years of intake, contact-center, or client-services operations experience, including 3+ years managing large teams
- Required Skills
- Project ManagementData AnalysisCRM
Requirements
- 6+ years of intake, contact-center, or client-services operations experience.
- 3+ years managing large teams (typically 30+ agents directly or through supervisors).
- Personal injury, mass tort, or legal-services intake experience.
- Bilingual (English/Spanish) or experience managing bilingual/LATAM nearshore operations.
- Direct experience managing nearshore and/or BPO/outsourced teams.
- Proven track record managing large remote/distributed teams across multiple sites and time zones.
- Working command of CRM/case-management platforms (e.g., Salesforce, Litify, Filevine, etc.).
- Experience with dialers/telephony, lead-routing, e-signature, and workforce-management tooling.
- Fluency with intake/contact-center metrics and data-driven process improvement.
- Strong people-leadership, coaching, and communication skills.
Responsibilities
- Manage a large, multi-site intake team including team leads, supervisors, and intake specialists across time zones.
- Own daily service levels, staffing coverage, and schedule adherence for high-volume, extended-hours operations.
- Manage day-to-day relationships with nearshore and BPO vendors, defining SLAs, KPIs, and vendor scorecards.
- Define, track, and improve intake KPIs such as speed-to-lead, contact rates, and conversion metrics.
- Serve as the operational owner of the intake tech stack, including CRM, telephony, and workforce-management tools.
- Design and document intake workflows, call scripts, screening criteria, and follow-up cadences.
- Partner with Marketing and Legal teams to ensure lead quality, clean handoffs, and compliance.
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