Intake Operation Manager

Job description: The Ferraro Law Firm is a rapidly expanding mid-sized plaintiff personal injury firm, seeking a highly organized, strategic, and detail-oriented Intake Operations Manager to support the firm’s continued growth and operational excellence. This position will work closely with firm leadership and department heads to ensure the intake process is efficient, compliant, and aligned with both legal and claims processing workflows while ensuring client satisfaction. Our office is conveniently located in the vibrant Brickell financial district of Miami, Florida. Position Summary: We are seeking a dynamic, detail-oriented Intake Manager for our Asbestos department who will lead and manage the daily operations of our growing team. This individual will be responsible for motivating the team, holding them accountable, and driving performance through strong leadership and a results-oriented approach. The role involves strategic planning, execution of key sales initiatives, and close collaboration with the Marketing department to ensure alignment between lead generation and conversion efforts. The ideal candidate is highly motivated, goal-driven, and brings a proven track record in sales leadership, team development, and relationship management. As a hands-on floor leader, the Intake Director will play a critical role in maintaining high conversion rates from qualified leads to retained clients. This includes setting and monitoring KPIs, conducting regular team meetings focused on performance goals, and continuously optimizing intake processes to maximize results. Duties and Responsibilities: Determines operational strategies by evaluating departments results and objectives. Manages and meets financial targets by estimating performance requirements and preparing drafts of annual budgets. Hands-on leader to manage leads, receive calls with the team, and guide our Intake Team to achieve client acquisition targets and business growth while delivering excellent client service. Team Leadership to supervise and mentor staffexsd43, to include hiring, training, mentoring, coaching, scheduling, and conducting performance evaluations. Collaborate with Marketing team members on projects and events as part of the service role. Work with operations management to oversee, assess, and obtain daily call reports to ensure efficiency and adherence to legal industry standards and firm protocol. Performance monitoring to develop and implement performance metrics and KPI (key performance indicators) to track team productivity linked to client satisfaction. Regularly review and analyze call performance data to identify areas for improvement. Client interaction to ensure calls are handled with professionalism and empathy, addressing any issues or escalations promptly. Process improvement capacity to continuously assess and improve the call operations process and procedures to enhance efficiency, reduce call handling times, and improve client service. Report and prepare regular reports on call center intake processes and procedures to enhance efficiency, reduce call handling times, and improve service. Ensure legal call intake compliance is within the legal regulations, firm policies, and industry best practices. Technically oversee and monitor the use of all software involved with legal intake. Core Leadership Experience: Hands-on leadership skills to lead, motivate, and manage a team of Legal Intake clerks.• Communication abilities to write and speak effectively to interact with clients and professional staff. Strong analytical skills with the ability to interpret data, identify trends, and implement solutions.• Problem-solving capacity to be proactive in resolving potential issues and actual issues while improving the process. Utilize project management skills to prioritize tasks and responsibilities.• Sales management expertise to convert leads into clients that we serve. Ability to manage and handle sensitive and confidential information with discretion. Compensation & Benefits: Competitive Salary based on experience Health, Dental, and Vision 401K Retirement plan Generous Paid Time Off Qualifications: Education: Bachelors Degree in Business Administration, Management, Sales, or relevant field is preferred. Minimum of 3-5 years of experience in call center operations management within the legal industry. Strong leadership and team management skills with the ability to motivate and guide a team. Strong analytical skills to interpret data and make informative decisions.• Personal Injury Law Firm Experience Required. Why You’ll Love Working Here: Mission With Heart – You’ll see the direct, positive impact of your work on real families. Supportive Team – Warm culture rooted in our core values; teammates help each other win. Growth Path – Clear expectations, quarterly KPIs, and leadership opportunities as we expand. Competitive Compensation – Salary commensurate with experience plus performance incentives tied to revenue, file movement, and client satisfaction. THIS POSITION IS IN-PERSON ONLY. NO REMOTE WORK IS AVAILABLE. Join us as an Intake Operations Manager and be at the forefront of delivering exceptional client experience! Your leadership will drive operational excellence while ensuring our organization upholds the highest standards of support and compliance. The Ferraro Law Firm is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Job Type: Full-time Benefits: 401(k) Dental insurance Disability insurance Health insurance Life insurance On-site gym Paid time off Vision insurance Work Location: In person

Created: 2026-03-06