Contact Center Manager - Case Intake

Job Description

Job Description

About the Firm

We are a rapidly growing personal injury law firm based in Atlanta, GA, known for providing exceptional legal support and service to our clients. As part of our continued growth and investment in operational excellence, we are seeking an experienced and driven Director of Intake to lead and optimize our intake operations. This is a strategic leadership role designed for someone who can manage people, processes, and performance with precision and compassion.

Position Overview

The Director of Intake will oversee the Contact Center intake department, ensuring prospective clients receive timely, compassionate, and professional service while driving operational efficiency and team effectiveness. The Intake department is the initial engagement point with prospective clients and plays a critical role with onboarding new clients and representing the firm. This leader will be responsible for developing intake protocols, supervising intake specialists, and ensuring that all leads are handled with the highest level of care and urgency.

As the firm prepares for significant growth, we are looking for someone who thrives in fast-paced environments, welcomes challenges, and is energized by building systems that scale. The ideal candidate is process-minded, detail-oriented, and deeply committed to client experience and service quality.

Key Responsibilities

· Lead and manage the Case Intake department (Contact/Call Center), including hiring, training, scheduling, and performance oversight

· Monitor and evaluate the intake pipeline to ensure fast and thorough case evaluations

· Design and implement scalable intake processes and workflows

· Collaborate with marketing and other legal departments/directors to ensure alignment on lead follow-up and case qualification criteria

· Analyze data to identify trends, improve performance, and make data-informed decisions

· Ensure all client interactions are handled with empathy, professionalism, and efficiency

· Serve as the final escalation point for difficult intake situations or urgent client concerns

· Ensure compliance with legal, ethical, and confidentiality standards

· Conduct regular QA on call recordings, intake forms, and data entries to ensure quality and consistency

Requirements

• Previous experience with call center/contact center management, process, and methods
• Undergraduate degree
• Minimum of 5 years of direct manager experience (i.e. directly managing a team of employees)
• Proven ability to lead high-volume intake or contact center operations
• Understanding of personal injury case criteria and legal processes
• Strong leadership, coaching, and team development skills
• Ability to develop strong relationships with and influence key business partners
• Excellent written and verbal communication skills
• Highly organized with strong time management abilities
• Experience working with legal CRM and case management systems
• Must be able to work in-office full-time in Atlanta, GA (30328)

Desired Qualifications:

• Graduate degree
• 10 years of management experience
• Previous experience managing in a contact center environment
• Experience in project management and/or process improvement methodologies

Compensation & Benefits

• Competitive salary based on experience
• Performance-based bonuses
• Health, dental, and vision insurance
• Paid time off (PTO) and holidays
• Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Company DescriptionAbout the Firm
We are a rapidly growing personal injury law firm known for delivering results and advocating for our clients. As we continue to expand, we are seeking a highly skilled and experienced Director of Negotiations to lead our pre-litigation negotiation efforts from our Atlanta office. This senior-level role is ideal for a results-driven legal professional with deep expertise in personal injury and a strong background in management and settlement negotiation.

Company Description

About the Firm\nWe are a rapidly growing personal injury law firm known for delivering results and advocating for our clients. As we continue to expand, we are seeking a highly skilled and experienced Director of Negotiations to lead our pre-litigation negotiation efforts from our Atlanta office. This senior-level role is ideal for a results-driven legal professional with deep expertise in personal injury and a strong background in management and settlement negotiation.