Director of Call Center (Personal Injury Law) at GOLDLAW, P.A.

West Palm Beach, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Team Management, Sales Management, Analytical Skills, Problem-Solving, Communication, Project Management, Client Interaction, Performance Monitoring, Process Improvement, Legal Compliance, Data Interpretation, Mentoring, Coaching, Relationship Management, KPI Development

Industry

Law Practice

Description

Description GOLDLAW is a Personal Injury law firm that believes in the happiness, health, and engagement of our employees, directly contributing to the customer service of our clients. It has topped the South Florida Sun-Sentinel’s top workplaces survey for three consecutive years. We provide exceptional legal services and achieve favorable outcomes for our clients. Our commitment is to prioritize our employees while we work diligently to grow the organization and enjoy life, given our benefit plans and competitive compensation. We are seeking a skilled and motivated professional to join our Team. POSITION SUMMARY: GOLDLAW is seeking a dynamic Intake Director to lead and manage the daily operations of our growing team of Intake professionals. 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. THIS POSITION IS IN-PERSON ONLY. NO REMOTE WORK IS AVAILABLE. DUTIES/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 five professionals, 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, including FILEVINE, CRM, and Lead Docket. CORE LEADERSHIP EXPERIENCE Hands-on leadership skills to lead, motivate, and manage a team of Legal Intake Sales Professionals. 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 and employer match 15 Days of Paid time off and 10 Paid Holidays Short-Term and Long-Term Disability Employee Assistance Program (EAP) Requirements QUALIFICATIONS Education: Bachelor's Degree in Business Administration, Management, Sales, or relevant field is REQUIRED. Minimum of 5-7 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. WORK ENVIRONMENT This job operates in a professional office setting and works out in the field with the public at events as needed. This role routinely uses standard office equipment: manual dexterity, physical mobility, and some physical strength/stamina. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to successfully complete most office tasks that require any physicality, which is limited in this position. GOLDLAW is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Responsibilities

The Intake Director will lead and manage the daily operations of the Intake team, focusing on motivating the team and driving performance. This includes setting KPIs, conducting team meetings, and optimizing intake processes to maximize client conversion rates.