Legal Intake Manager

This is an on-site position Monday - Friday at our office in Miami Lakes, FL.

Position Overview:

• Lead and mentor a team of Intake case managers and supporting staff, providing guidance, support, and fostering a collaborative and innovative work environment.
• Set clear goals, monitor performance, and provide regular feedback to team members to ensure individual and team success.

Job Description & Responsibilities – including but not limited to:

Management:

• Develop recommended standards and guidelines for: screening, referral, information for case review, advice, and brief service.
• Maintain relationships with cross-functional teams.
• Expand the use of technology in support of intake.
• Direct management and supervision of centralized intake activities and collaboration with unit managers and practice group leaders.
• Develop practice standards and monitoring systems to ensure quality control.
• Accomplishes department objectives by managing staff; planning and evaluating department activities.
• Ensures a safe, secure, and legal work environment.
• Develops personal growth opportunities.
• Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results.
• Coaches, counsels, and disciplines employees.
• Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
• Establishes strategic goals to accomplish monthly KPIs.
• Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes.
• Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
• Contributes to team effort by accomplishing related results as needed.
• Participates in leadership trainings to improve managerial skills and contribute to team performance enhancement.
• Coordinates team trainings ensuring all team members are well-prepared to deliver outstanding service.
• Fosters leadership development within the team through coaching and training initiatives.
• Serves as the primary contact for addressing escalated client issues promptly and effectively, ensuring high client satisfaction and adherence to company standards.
• Engages with clients who are considering terminating their relationship with the firm, aiming to persuade them to continue and sustain their business with us.
• Contacts clients who have provided feedback on poor service experiences and conduct exit interviews.
• Employee will be required to attend additional in-person trainings, which may occasionally be scheduled on weekends, including Saturdays and Sundays. Employees will be given 30-day notice prior to scheduled training to make arrangements to attend the training in-person.

Client Service:

• Ensure high standards of client service and satisfaction.
• Address client concerns and inquiries promptly and professionally.
• Monitor and improve client communication protocols.
• Address escalated client issues coming from Social media, emails to Jany or calls to the firm.

Performance Monitoring:

• Develop and track key performance indicators (KPIs) for team and individual performance.
• Conduct regular performance reviews and provide feedback.
• Implement performance improvement plans as needed.

Quality Control:

• Ensure accuracy and compliance with legal standards and regulations.
• Conduct regular audits of case files and documentation.
• Implement and monitor quality assurance measures.

Reporting and Analysis:

• Prepare and present regular reports on case status, productivity, and performance.
• Analyze data to identify trends and areas for improvement.
• Develop and implement strategies for operational enhancement.