Client Relations - Intake Team Lead
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Overview
Job Description
Position Summary
We are looking for a results-driven Intake Team Lead to oversee and develop a pod of callers and openers in a high-performance, sales-focused intake environment. This role is responsible for driving case signups, improving conversion rates, and ensuring that every qualified lead is handled with urgency and professionalism.
The Intake Team Lead will coach, monitor, and develop their team using clear KPIs and performance metrics, ensuring consistent growth in signed cases and overall intake performance. This role requires strong leadership, sales acumen, and the ability to train and motivate team members to maximize opportunities and support the firm’s continued growth.
Required Experience
Background in Personal Injury, Employment Law, Workers’ Compensation Law, or high-volume sales environments
Prior team lead, supervisory, or management experience
Strong understanding of KPI-driven sales environments
Experience coaching teams to improve conversion rates and performance
Excellent communication, training, and leadership abilities
Full-time onsite availability
Key Responsibilities
Team Oversight & Quality Control
Supervise a pod of intake agents responsible for qualifying leads and signing new cases
Monitor real-time team performance, ensuring leads are handled professionally and effectively
Identify and address missed opportunities and conversion gaps
Conduct regular case audits and follow-up reviews to ensure opportunities are not lost
Ensure accurate data entry, CRM documentation, and adherence to intake procedures
Provide real-time support and escalation guidance for complex intake situations
Maintain a high-energy, sales-focused team culture focused on closing opportunities
Coaching & Development
Provide ongoing sales coaching and performance development to improve team conversion rates
Conduct weekly 1:1 coaching sessions focused on performance metrics and skill development
Review call recordings and intake interactions to reinforce best practices and improve closing techniques
Train team members on qualification, objection handling, and effective case signups
Develop both underperforming and top-performing agents through structured feedback and skill building
Lead shadowing sessions and call reviews to strengthen team performance
Help new team members ramp quickly through hands-on training and mentorship
Set and track weekly goals for each agent
Performance Management
Own and monitor team KPIs including conversion rates, signed cases, response times, and follow-ups
Track and manage individual and pod-level performance against weekly and monthly signup goals
Use reporting dashboards and CRM data to identify trends, gaps, and improvement opportunities
Maintain documentation of coaching sessions, performance metrics, and improvement plans
Work closely with intake leadership to drive consistent growth in signed cases and intake performance
Hold team members accountable for meeting performance expectations and sales targets
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
