Modern Family Law, a rapidly expanding national family law firm, is seeking a compassionate and innovative Intake Supervisor to work remotely in Colorado or Texas. Modern Family Law offers dynamic compensation, a wide array of benefit selections, and a culture built on family.
The Intake Supervisor plays a critical role in overseeing the day-to-day operations of the intake department. This individual leads the intake team, monitors and reports on key performance metrics, ensures exceptional client service, and maintains accurate data and reporting within company systems.
This role is accountable for the overall performance of the intake team, including conversion rates and intake productivity. The ideal candidate is a highly organized, detail-oriented leader with strong call center management experience and a proven ability to manage performance, improve workflows, and support team development.
This position reports directly to the Sales Enablement Manager and works closely with cross-functional teams to ensure an efficient and positive intake experience for prospective clients.
Key Responsibilities:
Team Leadership & Development
- Supervise and support the intake team to ensure consistent delivery of high-quality service to prospective clients.
- Provide ongoing coaching, feedback, and performance management to intake specialists to support professional growth and accountability.
- Conduct regular performance reviews and implement improvement plans when necessary.
- Partner with leadership to develop clear action plans that support team performance and departmental goals.
- Participate in the recruitment, interviewing, and hiring of intake specialists to ensure strong team composition.
- Assist in onboarding and training new intake team members to ensure consistent understanding of firm processes and client service expectations.
- Monitor staffing levels and assist in managing team schedules to maintain operational coverage and efficiency.
- Manage employee timecards within the designated platform and address attendance matters, including corrective action when necessary.
Intake Operations Oversight
- Oversee daily intake operations to ensure prospective client inquiries are handled promptly, professionally, and in accordance with firm standards.
- Ensure incoming and outgoing communications are properly documented and tracked across company platforms.
- Support the intake team in managing lead flow, prioritizing inquiries, and ensuring timely follow-up with prospective clients.
- Monitor team adherence to intake scripts, procedures, and service standards to maintain a consistent client experience.
- Assist the intake team in resolving complex or sensitive client situations when needed.
KPI Management & Reporting
- Monitor and report on key intake performance indicators including conversion rate, response time, lead follow-up, and overall intake productivity.
- Maintain accountability for the team's overall conversion rate and intake performance.
- Review intake activity and team performance to identify trends, operational challenges, and opportunities for improvement.
- Ensure leads are properly captured, tracked, and followed up on in accordance with intake processes.
- Oversee lead qualification and pass rates to ensure alignment with firm hiring and case acceptance goals.
- Generate and deliver regular performance reports to leadership on intake metrics, team productivity, and lead outcomes.
Data Management & System Oversight
- Ensure accurate and timely entry of client and lead information within company platforms and CRM systems.
- Maintain high standards for data accuracy to support reliable reporting and operational visibility.
- Utilize systems such as Salesforce and other intake tools to track team performance and workflow activity.
- Identify opportunities to improve processes, workflows, and reporting capabilities through technology and system enhancements.
Policies, Compliance & Process Improvement
- Develop and maintain policies and procedures for the intake department.
- Stay informed about company requirements, policies, and operational standards to ensure compliance.
- Identify opportunities for process improvements and implement operational changes to enhance efficiency and client experience.
- Collaborate with Sales, Marketing, Operations, and IT teams to support a seamless and effective intake process.
- Other duties and projects as assigned.
Requirements
Position Requirements:
- As our culture is remote-first, all employees are expected to have the capability to work from home with a reliable internet connection and to set up a workstation that supports productive work during normal business hours.
- 3–5 years of call center leadership, intake management, or supervisory experience required.
- Demonstrated experience managing team performance, service standards, and operational metrics.
- Experience working with CRM systems, preferably Salesforce.
- Strong organizational skills with exceptional attention to detail.
- Ability to analyze operational data and generate performance reports.
- Proven leadership, coaching, and team development skills.
- Excellent written and verbal communication skills.
- High level knowledge and experience working with the Microsoft Suite of products such as Word, Excel, PowerPoint; Adobe; and Zoom Conferencing Technology.
Skills and Competencies:
- Ability to communicate professionally and interact effectively with all levels of personnel, including management staff and support staff.
- Ability to be a proactive self-starter who understands the details within a much larger context.
- Demonstrated attention to detail, reliability and ability to learn new technology quickly.
- Excellent client service skills and ability to work on multiple matters simultaneously in an organized manner and under minimal supervision.
- Flexibility and able to respond quickly and positively to shifting demands.
- Position also requires the ability to work under pressure to meet strict deadlines.
- Able to sit for extended periods of time at a desk while typing, using a mouse, and looking at a computer screen.
- Ability to work evenings and weekends as necessary to handle routine or emergent issues.
- Able to communicate verbally and in writing using a telephone, text messaging, or emails.
- Ability to stand, sit, bend over, and lift items from the ground exceeding 10lbs to a height from between one’s waist to eye level.
Mandatory Notices for Applicants:
ADA Compliance: Candidates must be able to perform the role with or without reasonable accommodation. Requests for accommodation should be made to the Director of People & Culture in advance.
Compensation and Benefits: Salary Range for CO/TX: $52,200 - $71,460. KPI incentive potential is $12,000. This range is a reasonably reliable estimate of the base salary plus KPI incentive that this individual is expected to receive.Actual pay will be adjusted based on experience, location, and other job-related factors permitted by law.
Comprehensive benefits package includes health insurance, HSA/FSA options, short-term and long-term disability, dental and vision care, life insurance, 401(k), vacation, sick time, and access to an employee assistance program. Additional voluntary benefits include accident insurance, life insurance, disability insurance, critical illness insurance, long-term care insurance, and pet insurance. Commuter and transit benefits may be available in some locations.
Modern Family Law will consider all qualified applicants with arrest or conviction records. Modern Family Law is committed to diversity and inclusion in the workplace and has zero tolerance for harassment of any kind. Individuals seeking employment at MFL are considered without regard to their race, color, religion, sex, sexual orientation, gender identity, transgender experience, national origin, age, marital status, ancestry, disability, military status (including discharge status), genetic information, or any other protected class status as set forth by local, state, and federal law.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Work from Anywhere -- eligible after 6 months.