Crisp Recruit

Intake Operations Manager

Denver, CO

Sponsorship not specifiedDetected 5 days ago

Operations ManagementPerformance ManagementOnboardingLeadershipCommunicationCollaborationProblem SolvingMentoringOrganizational Skills

About the role

Are you a data-driven professional with a passion for optimizing processes and enhancing client intake experiences in the legal field?
Is your approach to operations management characterized by a blend of strategic insight and meticulous attention to detail?
Provide ongoing coaching in call handling, empathy, and case qualification.

Develop a KPI dashboard to provide leadership with clear insights into intake performance.
Identify inefficiencies and implement solutions to improve client interactions.
Develop a robust call review system and enforce adherence to intake protocols.
Create documented SOPs for standardized workflows.
Technology & System Integration: Oversee intake tracking transition from Captura to SmartAdvocate for seamless reporting. Develop case statuses and tracking structures. Ensure system integration for intake data across firm-wide platforms.
Onboarding, Training & Performance Management: Implement a structured onboarding program for new hires. Provide ongoing coaching in call handling, empathy, and case qualification. Ensure adherence to protocols, preventing errors in handling sensitive cases.
Optimize call flow and role handoffs to prevent bottlenecks.
Do you possess the analytical acumen to dissect complex data sets, identify inefficiencies, and implement strategic solutions to improve operational performance?
Develop case statuses and tracking structures.

Bachelors Degree Required
Experience & Industry Knowledge: 5+ years in legal intake or call center management, preferably in personal injury.
Process & Quality Assurance Expertise: Experienced in setting intake quality standards, onboarding, and training.
Autonomy and Empowerment: We value self-sufficiency and the ability to autonomously navigate through challenges.

Proven ability to lead and improve intake teams.
Strong collaboration and communication skills to align with leadership and coordinate across departments.
Why you should work here:
Culture of Grit: Here, tenacity, responsiveness, and self-driven ambition are the cornerstones of success.
Experienced in setting intake quality standards, onboarding, and training.
Strong documentation skills for SOPs and protocols.
Highly organized, managing multiple intake roles efficiently.
Proactive in identifying and solving inefficiencies.
Detail-oriented with strong data management skills.

Health, Dental and Vision: We offer comprehensive medical, dental, and vision coverage to keep you and your family healthy.
Retirement: Secure your future with our competitive retirement savings plan.
PTO: Take advantage of generous paid time off, including vacation, sick days, and personal time.

Here, tenacity, responsiveness, and self-driven ambition are the cornerstones of success.
Join a team that believes in constant evolution.
Stagnation is not an option; we are always moving forward.

This listing is sourced directly from Crisp Recruit's careers page and normalized into a canonical job model.