Call Center & Intake Operations Manager

Call Center & Intake Operations Manager

Location: Tampa, FL (In-Office)

Job Type: Full-time

Compensation: Competitive salary + performance incentives (based on intake conversion, referral success, and team performance)

About the Firm

We are a fast-growing, results-driven personal injury law firm based in Tampa, FL. Our mission is to help injury victims reclaim control of their lives and maximize their recovery. We combine a personal, compassionate client experience with an aggressive approach to case outcomes.

Our call center is the communication engine of our firm. Every lead, client inquiry, and attorney referral starts here, and we’re looking for a leader to take it to the next level.

About the Role

We’re hiring a Call Center & Intake Operations Manager to lead, systematize, and optimize our intake and call center operations.

This is not your average call center role. We need someone who knows how to build, lead, and continuously improve a team that directly affects case acquisition and firm revenue

What You’ll Do

• Lead and manage a team of full-time intake/call center employees
• Manage all inbound communication (phone, SMS, email, future live chat), ensuring all contacts are handled with professionalism, speed, and empathy
• Improve the intake and referral system, including scripts, SOPs, triage flows, QA programs, and documented call handling procedures
• Implement and manage a referral handoff process to increase referral revenue and follow-through, including three-way calling, CRM documentation, and regular follow-ups
   
• Hire, train, coach, and schedule call center staff; handle shift optimization and performance improvement
• Improve full training program for onboarding and ongoing skill development
• Establish and maintain a QA scoring process to improve call quality and performance
• Evaluate and refine existing KPIs; collaborate with leadership to define new intake metrics and build out real-time dashboards and automated reporting
• Collaborate with marketing to optimize lead flow, lead attribution, and conversion performance
• Interface with attorneys and case managers to ensure fast handoffs, attorney involvement in hot cases, and client service alignment
• Select and manage call center equipment, software, and systems (including FileVine, LeadDocket, CallRail, phones, headsets, and training tools)
• Foster a culture of accountability, follow-through, and compassion within the team
• Monitor call recordings for quality control, training, and marketing feedback
   

What You Bring

• Experience leading intake, client services, or call center operations, preferably in a small-to-mid-sized organization
• Strong leadership and training skills, you know how to create clarity, inspire teams, and hold people accountable
• Ability to build and optimize systems, scripts, and workflows
• Excellent communication, warm, clear, persuasive, and confident
• Strong comfort with tools and systems (CRMs, call tracking, dashboards)
• Self-starter mindset with strong follow-through
• Legal industry or personal injury experience preferred but not required
• Bilingual (Spanish) a plus but not required