Job Description
Friar Violet is a consulting and search firm. This role is for a client, an award winning law firm based in RI.
This leadership role shapes the first impression of our firm and plays a key role in our ongoing commitment to treating every client with dignity, compassion, and exceptional service.
Leadership, Coaching & Team Development
- Lead, motivate, and mentor a large team of hourly Client Acquisition professionals, including remote team members.
- Build a positive, team-oriented culture rooted in empathy, accountability, and extraordinary client service.
- Provide ongoing coaching, call reviews, development plans, and feedback to strengthen performance and service quality.
- Recruit, train, and develop intake staff to support team growth and operational continuity.
- Conduct weekly forecasting, one-on-one performance meetings, and quarterly progress reviews with each representative.
- Partner with the Leadership Team to define intake strategy, staffing needs, and long-term service goals.
- Lead department-specific operational projects that advance efficiency, client experience, and service excellence.
Client Acquisition & Service Excellence
- Oversee all activities related to nurturing new inbound leads and converting qualified leads into new clients for the firm.
- Ensure every caller receives professional, compassionate, and timely service that reflects our firm’s values.
- Monitor and elevate the quality of conversations, documentation, and client interactions.
Operations, Workflow & Process Improvement
- Manage the day-to-day workflow of calls, leads, follow-ups, chats, texts, and emails.
- Maintain consistency in scripts, qualification criteria, follow-up procedures, and compliance practices.
- Implement technology upgrades, process improvements, and efficiency enhancements to support a high-performing intake operation.
- Collaborate with other departments to ensure a smooth and effective new client onboarding experience.
Performance Management & KPI Oversight
- Set, monitor, and report on daily, weekly, and monthly KPIs including:
- speed to answer
- lead response time
- contact rate
- qualified conversions
- QA scores
- productivity and service-level adherence
- Use data to drive performance, staffing decisions, and process adjustments.
- Manage all phases of client acquisition, investigate and resolve any areas of bottle necks, and oversee performance standards for the team.
What You Bring
- BA/BS in Business or related field preferred.
- 5+ years of successful sales, contact center, or client service team management, preferably supervising 10+ staff.
- Proven success meeting or exceeding goals in a service-based or professional services environment.
- Strong leadership and communication skills with demonstrated success motivating hourly teams.
- Deep understanding of CRM systems, intake workflows, and sales/service best practices.
- Highly customer-focused with the ability to anticipate client needs and respond with urgency, care, and professionalism.
- Results-oriented with strong analytical skills and experience managing metrics, pipelines, and forecasting.
- Experience with sales enablement or workflow technology.
- High emotional intelligence with a demonstrated commitment to a client-first approach.
- Law firm or professional services experience is strongly preferred.