Intake Manager / Team Lead

About the role

You run a firm's intake team day to day: who is on the phones, how fast leads are called, how calls sound, and how many of the right cases get signed.

What you will do

• Schedule the team so calls are covered during the firm's hours
• Listen to calls, score them and coach each specialist
• Watch speed to lead, contact rate and signed cases, and act when a number slips
• Handle escalated calls and difficult callers yourself
• Train new specialists on the firm's script and case criteria
• Report to the firm each week in plain numbers

What we ask for

• Three or more years in intake, a call center or inside sales, with at least one year leading people
• Fluent spoken and written English
• Comfortable reading reports and explaining what they mean
• Direct, fair feedback, given in a way people can use
• A quiet place to work, a computer, a headset and a reliable connection

Good to have

• Legal intake experience, especially personal injury or mass tort
• Spanish
• Experience setting up scripts, schedules or quality scorecards

Schedule and time zone

Remote. You work the business hours of the US law firm you are placed with, so expect a US time zone (Eastern, Central, Mountain or Pacific). The exact shift is agreed with the firm before you start.

Tools

• Inquire2Esquire Dialer, including its reporting and call review (training provided)
• Spreadsheets
• Video meetings

Pay

Discussed at interview

Contract

This is a contract role. You work as an independent contractor through Inquire2Esquire, on the firm’s hours.

How to apply

Create a free profile, add your experience, and record a video introduction of up to one minute. Then apply to this role with one click. We read every application. If your experience fits, we ask you to interview; when a firm selects you, you complete our intake training before you start.

Inquire2Esquire is an equal opportunity organization. We consider every applicant on their skills and experience, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other protected characteristic. We never ask for payment to apply.