Intake Manager, Mass Tort
Keller Postman
Chicago
Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs' counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.
Purpose
Keller Postman is seeking an Intake Manager to lead our high-volume mass tort client intake operation. This Intake Manager role will oversee offshore contract intake specialists and is the firm's on-site owner of their performance, quality, and compliance. You will make sure every potential client who contacts us is screened accurately against campaign criteria, treated with care, and moved efficiently from first contact to signed retainer.
This is an in-person role based in either our Chicago, Illinois or Lake Mary, Florida office. The right candidate is data-driven, comfortable managing a distributed team across time zones, and able to operate independently in a fast-paced environment where campaigns launch and change quickly.
Compensation for the position includes an annual salary of $85,000 to $100,000, commensurate with experience, plus the role is eligible for a year-end discretionary bonus and benefits.
Responsibilities
Offshore contractor team leadership
- Oversee a team of offshore contracted intake representatives and their team leads, setting clear expectations for performance, quality, and client experience.
- Partner with contractor leadership on selecting, onboarding, and ramping representatives, and on adding or reducing capacity as campaign volume changes.
- Set performance goals, review individual and team results, and provide regular feedback and coaching through team leads.
- Address performance and quality issues promptly, escalating to contractor leadership when representatives fall short of firm standards.
- Run regular meetings with team leads to review metrics, resolve concerns, and share firm and campaign updates.
- Manage communication and coverage across time zones so the team stays aligned with firm priorities.
Mass tort intake operations
- Oversee day-to-day intake operations for inbound and outbound mass tort campaigns, including lead response, screening, qualification, and retainer signing.
- Make sure representatives screen potential clients accurately against each campaign's qualifying criteria, such as product use, diagnosis, and timing.
- Develop and refine intake scripts, policies, procedures, and workflows to improve speed to lead, conversion, and data accuracy.
- Oversee schedules and staffing levels to meet call volume, campaign launches, and service-level targets.
- Serve as the escalation point for complex client inquiries and complaints, resolving them promptly and with empathy.
- Identify operational problems and propose practical solutions focused on efficiency and quality.
- Own monthly and campaign-level targets for qualified leads, conversion rate, and signed retainers, and hold the intake team accountable for hitting them.
- Build a client-focused sales culture in which every contact is treated as an opportunity to help a potential client and sign a qualified case, without high-pressure tactics.
- Develop and refine sales scripts, objection handling, and follow-up cadences for leads who do not sign on first contact.
- Set individual and team performance targets and scorecards for representatives and team leads, and work with contractor leadership on incentives and consequences tied to results.
- Analyze the intake funnel from first contact to signed retainer, find where leads drop off, and act quickly to recover conversion.
Quality and compliance
- Build and run a quality assurance program, including call monitoring, scorecards, and intake file audits.
- Make sure intake practices comply with firm policy, attorney advertising and professional responsibility rules, telemarketing and consent rules (such as the TCPA), and client privacy and data security requirements.
- Protect sensitive client information, including medical and personal data, handled by the offshore team.
Performance analysis and reporting
- Track intake metrics such as contact rate, speed to lead, qualification and conversion rates, signed retainers, abandonment rate, average handle time, service levels, and client satisfaction.
- Build detailed performance reports in Excel and the firm's reporting tools, and present insights and recommendations to firm leadership.
- Use data to guide coaching, staffing, and process decisions.
Training and development
- Develop and deliver training for representatives on campaign criteria, mass tort basics, legal terminology, call handling, and client empathy.
- Update training quickly as new campaigns launch and criteria change.
- Provide ongoing coaching and development for team leads.
Collaboration
- Partner with attorneys, case management, marketing, and operations to align intake with case strategy and campaign goals.
- Work with marketing on lead quality, volume forecasts, and campaign feedback.
- Keep open, transparent communication with the intake team and firm stakeholders.
Qualifications
- Minimum of 10 years in call center or intake operations, including at least 5 years in a management role
- Proven track record managing teams in a high-volume, fast-paced call center
- Proven record of meeting or exceeding sales, conversion, or revenue targets in a call center or intake environment
- Experience designing performance scorecards and incentive programs that drive measurable results
- Experience managing offshore, outsourced, or contracted call center teams, including working with vendor leadership
- Experience in legal intake at a law firm or legal services organization
- Strong analytical skills and a data-driven approach to decisions and performance improvement
- Advanced Excel skills and comfort learning new reporting software
- Excellent communication, problem-solving, and organizational skills
- Ability to work independently, manage multiple priorities, and pivot quickly as business needs change
Preferred qualifications
- Mass tort, personal injury, or class action intake experience
- Familiarity with legal intake CRMs or case management systems, such as Litify, Lead Docket, or similar platforms
- Experience with workforce management tools, quality assurance programs, and KPI tracking
- Knowledge of TCPA, attorney advertising rules, and handling of sensitive client and medical information
- Bachelor's degree in Business, Management, or a related field
- Background in consultative, needs-based, or inside sales
Keller Postman is an Equal Opportunity Employer. For California Applicants, please find our CCPA information here.
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