Call Center Manager

Intake Manager

Location: Guadalajara, Jalisco or Tijuana, Baja California
Work Arrangement: On-site
Schedule: Full-Time | 9:00 AM – 6:00 PM PST

About the Role

We are looking for an experienced, results-driven Intake Manager to lead and scale our Intake Department at a fast-growing personal injury law firm.

This is a high-impact leadership role responsible for the overall performance of the Intake operation—from lead response and qualification to conversion, client experience, team performance, and operational efficiency.

The Intake Manager will lead Intake Supervisors, Leads, and Specialists, set performance standards, optimize workflows, analyze department metrics, and work closely with executive leadership to drive growth and continuous improvement.

We are looking for a strong people leader who understands call center operations, sales and conversion, workforce management, performance management, and process improvement. Experience in a legal or personal injury environment is highly preferred.

What You'll Do

Lead & Develop the Intake Team

• Lead, coach, and develop Intake Leads, Supervisors, and Intake Specialists.
• Establish clear performance expectations, KPIs, and accountability standards.
• Conduct regular coaching, performance reviews, and development conversations.
• Develop future leaders and strengthen the department's leadership pipeline.
• Partner with HR on hiring, onboarding, engagement, retention, and performance management.
• Build a high-performance, client-focused culture.

Own Intake Operations

• Oversee daily inbound and outbound intake operations.
• Ensure prospective clients receive timely, professional, and empathetic support.
• Manage staffing, scheduling, workload distribution, and workforce planning.
• Ensure consistent intake processes and service standards across teams and locations.
• Partner with other departments to improve client handoffs and the overall client experience.

Drive Performance & Conversion

• Establish and monitor key metrics such as:
  • Lead conversion rates
  • Contact rates
  • Response times
  • Call quality
  • Client satisfaction
  • Productivity
• Identify performance gaps and implement targeted coaching, training, and process improvements.
• Use data to improve conversion, efficiency, and team performance.
• Ensure consistent quality standards across the department.

Improve & Scale the Operation

• Continuously evaluate intake workflows and identify opportunities to improve efficiency and conversion.
• Lead initiatives involving automation, technology, AI, and workflow optimization.
• Develop and maintain SOPs, documentation, and best practices.
• Partner with executive leadership on strategic initiatives and departmental growth.
• Help build an intake operation that can scale with the firm's continued expansion.

Analyze & Report

• Analyze operational data to identify trends, bottlenecks, and opportunities.
• Develop and present performance reports and dashboards to leadership.
• Provide data-driven recommendations to improve operational efficiency and client acquisition.
• Ensure departmental goals remain aligned with broader business objectives.

Maintain Quality & Compliance

• Ensure intake procedures follow firm policies, legal requirements, and ethical standards.
• Maintain accurate documentation and appropriate handling of client information.
• Identify and address operational risks that may impact client experience or case quality.

What We're Looking For

• Bachelor's degree in Business Administration, Management, Law, or a related field.
• 7+ years of progressive leadership experience in intake operations, call centers, sales operations, client services, or legal operations.
• 3+ years managing managers, supervisors, or team leads.
• Strong experience managing high-volume call center or client-facing operations.
• Demonstrated success improving KPIs, conversion rates, productivity, and operational performance.
• Strong understanding of call center metrics, workforce management, QA, and performance management.
• Experience leading process improvements and cross-functional initiatives.
• Experience with CRM or case management platforms such as Filevine, Lead Docket, Clio, Salesforce, or similar systems.
• Advanced Excel or Google Sheets skills and experience working with reporting dashboards.
• Strong analytical and data-driven decision-making skills.
• Exceptional leadership, coaching, communication, and conflict-resolution abilities.
• Bachelor's degree required; legal background or JD is a strong plus.
• Personal injury law firm experience is strongly preferred.
• Comfortable working in a fast-paced, high-growth environment.

What Success Looks Like

In this role, success means building an Intake Department that is:

High-performing. Data-driven. Scalable. Client-focused.

You'll be responsible for developing strong leaders, improving conversion and productivity, strengthening operational processes, and ensuring every prospective client receives a consistent and exceptional experience.

Why Join Us?

• High-impact leadership role with direct visibility to executive leadership.
• Opportunity to build and scale a growing department.
• Strong ownership over strategy, people, processes, and performance.
• Fast-paced environment with opportunities for professional growth.
• Work alongside a growing, collaborative team in the personal injury legal industry.

Location: Guadalajara or Tijuana, Mexico
Work Model: On-site
Employment Type: Full-Time